Question

Can you flexibly set permissions for individual agents and clients for actions, groups, filters, fields, and other entities?

Answer

User permissions are determined by their role, and separate KCS roles are used for working with the knowledge base. Viewing and editing additional fields, as well as filter availability, are configured by roles. Personal restrictions for a user beyond their role are not provided.

Performing actions may also depend on the logic of the field itself. For example, if a ticket field is required, the system does not allow you to reply or change the status until it is filled out.

For everyday work, you can set up views with the necessary sets of groups. At the same time, agents do not have a strict restriction on viewing tickets from other groups.

Details: User Rights and Roles · Custom Fields · Filter Management