#122: User Roles and Permissions

Отредактирована: сегодня

User Roles and Permissions

Swarmica provides several user roles. They are listed below from the most restricted role to the most privileged one. Each role includes the permissions of the roles above it and adds further capabilities.

To manage a user's access, go to Customers → Users → select a user.

User roles

BLOCKED / Blocked — A blocked user cannot access the system. The user account is retained for reporting and historical statistics.
CUSTOMER / Customer — Can view their own tickets and publicly available knowledge base articles.
CUSTOMER ADMIN / Customer Administrator — Can view their own tickets and tickets created by other users in the same organization.
INTERNAL USER / Employee — An employee with read-only access. Internal users can view tickets from all customers and add comments, but cannot change ticket statuses or fields, access agent statistics, or participate in workflows. You can create any number of internal users free of charge.
AGENT / Agent — A support team member who can reply to tickets and edit ticket fields. Depending on their KCS role, an agent can create, link, review and publish knowledge base articles. Agents can view their own statistics in their user profile.
MANAGER / Manager — Can view statistics for all agents, as well as reports and the main dashboard.
ADMINISTRATOR / Administrator — Can manage system-wide settings.

KCS roles

KCS roles are managed under Settings → Employee Management.

A user's KCS role determines which knowledge base actions are available to them.

Candidate — Typically a new team member or someone on probation. Can search for articles, create new articles and link articles to tickets.
Contributor — Has all Candidate permissions and can also review and edit knowledge base articles.
Publisher — Has all Contributor permissions and can publish and unpublish knowledge base articles.

KCS permissions complement the user's system role. For example, an Agent may be able to work with knowledge base content, while the exact actions available to them depend on their KCS role.

User roles

BLOCKED / Blocked — A blocked user cannot access the system. The user account is retained for reporting and historical statistics.

CUSTOMER / Customer — Can view their own tickets and publicly available knowledge base articles.

CUSTOMER ADMIN / Customer Administrator — Can view their own tickets and tickets created by other users in the same organization.

INTERNAL USER / Employee — An employee with read-only access. Internal users can view tickets from all customers and add comments, but cannot change ticket statuses or fields, access agent statistics, or participate in workflows. You can create any number of internal users free of charge.

AGENT / Agent — A support team member who can reply to tickets and edit ticket fields. Depending on their KCS role, an agent can create, link, review and publish knowledge base articles. Agents can view their own statistics in their user profile.

MANAGER / Manager — Can view statistics for all agents, as well as reports and the main dashboard.

ADMINISTRATOR / Administrator — Can manage system-wide settings.

KCS roles

KCS roles are managed under Settings → Employee Management.

A user's KCS role determines which knowledge base actions are available to them.

Candidate — Typically a new team member or someone on probation. Can search for articles, create new articles and link articles to tickets.

Contributor — Has all Candidate permissions and can also review and edit knowledge base articles.

Publisher — Has all Contributor permissions and can publish and unpublish knowledge base articles.

KCS permissions complement the user's system role. For example, an Agent may be able to work with knowledge base content, while the exact actions available to them depend on their KCS role.