Comment Permissions
Allow or disallow agents from editing or deleting their comments. When disabled, agents cannot leave a comment on any record.
Manage Agents
Allow or disallow agents from managing your help desk agents. You can choose whether they can view, add, update, and delete agents.
Manage Teams
Allow or disallow agents from adding and modifying your help desk teams.
Manage Permissions
Allow or disallow agents from administering permissions such as roles, profiles, and data sharing rules.
Rebranding
Allow or disallow agents from rebranding your help desk, such as managing logo, host mapping domains, handling multi-brand help centers, etc.
Manage Modules
Allow or disallow agents from managing the various modules such as Tickets, Contacts, Accounts, etc. When enabled, agents can rename, select, and unselect modules.
Helpdesk Automation
Allow or disallow agents from managing the various automation functions such as Workflows, Blueprints, Macros, etc.
Manage Departments
Allow or disallow agents from adding, modifying, enabling, and disabling departments in your help desk.
- Customer Happiness Ratings
Allow or disallow agents from managing the Customer Happiness feature under Setup.
Email and Ticket Templates
Allow or disallow agents from adding, editing, and deleting the email and ticket templates used in your help desk.
Administrator Dashboard
Allow or disallow agents from viewing the Headquarters dashboard with information of all the agents. When disabled, agents can view only their data.
Agent Overview
Allow or disallow agents from viewing Overview, Tickets, Time Entry, and Happiness Rating information of other agents on their profile page.
Manage Layouts and Fields
Allow or disallow agents from managing the layouts, fields, and ticket status under Setup.
End Users
Allow or disallow agents from performing actions such as inviting, re-inviting, activating, deactivating, editing, and deleting end users.
Google Analytics Dashboard
Allow or disallow agents from accessing the Google Analytics dashboard.
Approve End User Signups
Allow or disallow agents from acting as moderators who approve or deny end user signups in the help center.
Support Channels
Allow or disallow agents from managing the settings concerning support channels such as email, community, chat, telephony, etc.
Import Records
Allow or disallow agents from importing records into your help desk. You can even specify what records agents are allowed to import.
Export Records
Allow or disallow agents from exporting records from your help desk. You can even specify what records agents are allowed to export.
Manage General Settings
Allow or disallow agents from managing the general settings of tickets, contacts, and agents under Setup.
Webhooks
Allow or disallow agents from managing the webhooks created in your help desk. Note that this permission overrides module-level or department-specific permissions.
Gamescope
Allow or disallow agents from managing the gamification settings of the Gamescope feature under Setup.