Module Permissions

1. Tab Visibility - Control which modules should be visible to agents assigned to a particular profile. Disabling the tab visibility of a module means the agent will not be able to view that module in the product.
   
2. View Records - Allow or disallow agents from viewing a particular record, such as tickets or contacts.
   
3. Create Records - Allow or disallow agents from creating a particular record, such as tickets or contacts.
   
4. Update Records - Allow or disallow agents from modifying a particular record.
   
5. Delete Records - Allow or disallow agents from deleting a particular record, such as tickets or contacts.
   
6. Update/Delete All Records - Allow or disallow agents from modifying or deleting all records.
   
7. Manage KB - Enable users to manage the Knowledge Base within a department. When the Manage KB setting is checked, the agents can perform the following actions only in the departments they have been added to:
1. View, create, edit, and delete articles and categories
2. View articles in the recycle bin
3. View access settings
4. View sort articles section

Note: The Organize Category option is not displayed for users who only have Manage KB permission.

1. Admin Access - This setting allows users to access KB across departments. For example, the content director or head of the educational department could benefit from having a control over the knowledge base of all departments.    When the Admin Access permission is checked, the admins will be able to perform the following actions across the organization:
   
1. View, create, edit, organize, and delete articles and categories
2. Sort knowledge base articles
3. View, restore, and delete articles in the recycle bin
4. Enable or disable options in Access Settings
   

Ticket Permissions

1. Send Email - For sending email replies to customer tickets.
2. Change Ownership - For changing ownership of all tickets, only unassigned tickets or none.
3. View Unassigned - For viewing unassigned tickets. When enabled, agents can view all the unassigned tickets and their own tickets.
4. Close Tickets - For closing support tickets.
5. Review Emails - For being reviewers who will approve email replies sent for review by other agents.
6. Find and Merge - For merging up to three tickets into a single ticket.
7. Add Followers - For adding followers to support tickets.
   

8. Add / Remove Followers - For adding or removing followers to support tickets.
   

9. Revoke Blueprint: For disassociating or revoke blueprint from tickets. Admins will have this permission enabled by default and they can enable this permission for other user profiles if required.
   

10. Manage Tags - For managing tags in the ticket's detail view.
    
    
    

Administrative Permissions

1. Comment Permissions - For editing or deleting agent comments. When disabled, agents cannot leave a comment on any record.
2. Manage Agents - For managing your agents. You can choose whether they can view, add, update, and delete other users.
3. Manage Teams - For adding and modifying your help desk teams.
4. Manage Permissions - For administering permissions such as roles, profiles, and data-sharing rules.
5. Rebranding - For rebranding your help desk, such as managing logo, host mapping domains, and handling multi-brand help centers.
6. Manage Modules - For managing the various modules such as Tickets, Contacts, and Accounts. When enabled, agents can rename, select, and unselect modules.
7. Helpdesk Automation - For managing the various automation functions such as Workflows, Blueprints, Macros, etc.
8. Manage Departments - For adding, modifying, enabling, and disabling departments in your help desk.
9. Customer Happiness Ratings - For managing the Customer Happiness feature under Setup.
10. Email and Ticket Templates - For adding, editing, and deleting the email and ticket templates used in your help desk.
11. Administrator Dashboard - For viewing the Headquarters dashboard with information of all the agents. When disabled, users can view only their data.
    
12. Agent Overview - For viewing Overview, Tickets, Time Entry, and Happiness Rating information of other users on their profile page.
13. Manage Layouts and Fields - For managing the layouts, fields, and ticket status under Setup.
14. End Users - For performing actions such as inviting, re-inviting, activating, deactivating, editing, and deleting Help center users or your customers who access your help center.
15. Google Analytics Dashboard - For accessing the Google Analytics' dashboard for Knowledge Base.
16. Approve End User Signups - For acting as moderators who approve or deny end user signups in the help center.
17. Support Channels - For managing the settings concerning support channels such as email, community, chat, and telephony.
18. Import Records - For importing records into your help desk. You can even specify what records users are allowed to import.
19. Export Records - For exporting records from your help desk. You can even specify what records users are allowed to export.
20. Manage General Settings - For managing the general settings of tickets, contacts, and agents under Setup.
    
21. Multilingual - For managing access to the multilingual setup page. By default, multilingual permission is enabled for the Administrator profile.
22. Manage Time Tracking - For managing access to the time tracking setup page. By default, time tracking permission is enabled for the Administrator profile. With this permission, users can track time spent on tickets, each task, and billable time entries.
23. Webhooks - For managing the webhooks created in your help desk. Note that this permission overrides module-level or department-specific permissions.
24. Gamescope - For managing the gamification settings of the Gamescope feature under Setup.
    
25. Manage Privacy Settings - For accessing and processing the Data Subject Requests and the option to enable read receipts.

Multi-department Permissions

1. Global Reports and Dashboards - For creating reports that include metrics across multiple departments.
2. Access Data across Departments - For accessing data across multiple departments.
3. Move Tickets - For moving tickets between departments.
4. Share Tickets - For sharing tickets with other departments in your help desk
5. Creating Profiles - Any time you create a new profile, you need to close an existing one. After cloning, you can customize the profile permissions as required to create the new one.

1. Click the Setup > User Management > Profiles.
2. In the Profiles page, click New Profile.
   
3. In the New Profile page, do the following:
   
4. Enter the Profile Name.
   
5. Select an existing profile from the Clone Profile drop-down list.
   This is the profile that will be cloned to create the new profile.
6. Specify the Profile Description.
   
7. Click Save.
   Once you have cloned the profile, you can make the changes to the various permissions.

Editing the Permissions

1. Navigate to Setup > User Management > Profiles.
2. In the Profiles page, select the profile that you want to modify.
   
3. In the Profile Information page, specify the access permissions for the following:
   
1. Module Permissions
   
2. Ticket Permissions
   
3. Administrative Permissions
   
4. Multi-department Permissions
   

Associating Users with Profile

1. Click the Setup > User Management > Agents.
   
2. In the Agents list page, hover over an agent's name and click    (the Edit icon).
   Alternatively, you can click on the agent's name to view the details and then edit.
3. In the Edit Agent Information page under Roles select the default one or choose Custom to select the profile from the pick list field.
   
4. Click Save.

1. Click the Setup > User Management > Profiles.
2. In the Profiles page, click   (the Delete icon) for the specific profile.
3. In the Delete Profile page, transfer the existing users to the new profile.
   
4. Click Transfer & Delete.
   The profile will be permanently deleted.