Permissions Overview

You can choose from different permissions with corresponding permission options for a role. (The default 'System' role is not editable, so no permissions can be assigned to it.)

Topics of this article:
Permission Options
The different permissions that can be set

Permission Options

The actions that can be selected for the different permissions are referred to as permission options. At least the three options listed below are available for each permission. Certain permissions have additional options, which are explained in the next section 'The different permissions that can be set'.

• View: The overview page of the corresponding menu item is displayed and the listed data sets can be opened and read.
• Create/Edit: Allows creating new data sets and editing existing data sets.
• Delete: Allows deletion of data sets.

Example of these permission options with permission 'Priorities':   
- With the 'View' option, the overview list of priorities can be displayed and the details of the priorities can be read, i.e. you can switch to the detail page of the priorities.  
- The 'Create/Edit' option allows creating new priorities and editing existing ones..  
- The 'Delete' option allows to delete the priorities.

Note:
All permission options require the 'View' option. Therefore 'View' is automatically defined if an option e.g. 'Delete' is selected without first selecting 'View'.

The different permissions that can be set

As mentioned in the previous section, the options "View", "Create/Edit" and "Delete " are available for all permissions that can be set. Below you will find a list of all permissions that can be set and any explanations. If further options are available in addition to the above-mentioned permission options, these are listed under the corresponding permission.

- Tickets (Actions that may be performed on tickets)

In addition to the ability to create new tickets and edit existing tickets, the Create/Edit permission option also includes the following:

• the ability to assign tickets to yourself and others
• communication with requesters, i.e. replying as well as replying and resolving tickets
• the ability to select canned replies
• uploading file attachments to tickets
• adding Cc/Bcc recipients to ticket replies
• adding private notes to tickets
• updating ticket properties from the ticket detail page, i.e. ticket properties located in the ticket bar - subject, status, agent, customer, channel, priority, type, group, ticket tags
• bulk update of ticket properties status, group, priority, type and ticket tags from the ticket overview
• resolving tickets
• mark tickets as spam

Further permission options:

• Merge: Multiple tickets may be combined into one ticket.

• Split: A ticket may be split into several tickets.

• Forward: Tickets may be forwarded to other contacts via e-mail.

• Steal: A user/agent may assign tickets already assigned to another user/agent to himself.
  

- Management Ticket Properties (Status, Priorities, Types, Ticket Tags, Ticket Field)

Ticket Tags:

The 'Create/Edit' option includes the Re-assign Tag function, i.e. a tag can be removed from one or more tickets and another or several different tags can be assigned to one or more tickets.

- Customer Management (Customer Profiles, Customer Tags)

In order for a customer's tickets to be displayed on the customer detail page, the 'View' option of the tickets permission must be selected. In order to be able to switch further to the detail page of a ticket from the customer detail page, the option 'Create/Edit' of the tickets permission must be selected.

- Automation (Canned Replies, Rules)

- Notifications (Messages, Templates, Placeholders, Text Blocks)

- System (Ticket Views, Groups, Channels, Languages, Payment Plan, Roles, Users)

Groups:

The 'Create/Edit'* option includes the Re-assign Tickets function, i.e. a corresponding group can be removed from all tickets or all tickets can be assigned to a new group.

In order for the users assigned to a group to be displayed on the group detail page, the 'View' option of the users permission must be selected..

Roles:

The 'Create/Edit' option includes selecting the desired permissions for a role.

Users:

In addition to creating new users and editing existing ones, the 'Create/Edit' permission option includes the following possibilities:

• to reassign tickets, i.e. an agent can be removed from all tickets or all tickets assigned to this agent can be assigned to a new agent.

• to manually unlock user accounts by resetting a user's password.