User Rights and Roles

Users have several types of roles, which are listed below, starting with the role with the minimum number of rights. Each subsequent role includes all the rights of the previous one plus additional ones.

To go to user rights management, you need to go to Clients -> Users -> Username.

Rights:

• BLOCKED / Blocked - a blocked user who does not have access to the system but is saved for statistical purposes.
• CUSTOMER / Customer - a user who can only see tickets created by themselves as well as public articles.
• CUSTOMER ADMIN / Customer Administrator - a user who, in addition to their tickets, can also see tickets created by other users belonging to their company.
• INTERNAL USER / Employee - a user (company employee) with read-only rights who can see all tickets of all clients, write comments, but cannot change statuses, fields, have statistics, be included in workflows, etc. Such users can be created free of charge in unlimited quantities.
• AGENT / Agent - a support staff who can respond to tickets, edit their fields. Create, link and publish (depending on KCS role) articles in the knowledge base. Can see their statistics in the personal card.
• MANAGER / Manager - a user who can see statistics for all agents, as well as all reports and the main dashboard.
• ADMINISTRATOR / Administrator - a user who can change system settings.

KCS Roles

KCS roles are available in Settings -> Employee Management.

The KCS role affects the capabilities of agents when working with the knowledge base.

• Candidate / Candidate - usually a newcomer, on probation. Can search, create and link articles with tickets.
• Contributor / Experienced - can do all the same as Candidate, plus check and correct articles in the knowledge base.
• Publisher / Editor - can publish and depublish articles in the knowledge base.

See in more detail Article Review and Publication Algorithm.