Agent Access Levels

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Overview

​As a Billing Administrator or Administrator you can define the permission levels for your Agents. This article outlines the available access levels in Desk and how to modify them in the Admin console. Also note that you can set up Custom Roles and Permissions only if you're using the Next Gen Agent console. Custom Rules and Permissions will not work in the Classic Agent console.


Setting Access Levels for New and Existing Users

  1. To set new user access levels, go to Admin > Team > Users > Add User and fill in the fields accordingly. For more information on roles and their associated access levels, see the Access Levels Table in this article.
Note: The images below reference the "Billing Administrator" view. Only the Billing Administrator role is allowed to add Flex Agents, Promote/Demote Flex Agents and access the Billing section.

 
Note: The Access Level dropdown is visible for Full-Time Agents only. It will not appear for Flex Agents due to the nature of their license type.
 
  1. To modify existing user access levels, go to AdminTeam > Users and select the user profile. This will open the Edit Agents window. You can now edit the fields accordingly and click 'Update'


Access Levels

  • Agent (and Flex Agent) – Agents only have access to the agent desktop. They can answer tickets but they have no access to the Admin or Business Insights.
  • Reporting Agent – A 'Reporting Agent' has access to both the Agent Desktop and Business Insights. This would be an agent who answers cases and who needs to check your reporting. They have no access to the Admin.
  • Workflow Manager – A 'Workflow Manager' is an agent who has access to the Agent Desktop, Business Insights, and limited areas of the Admin. They can create labels, filters, and rules. This would be an agent who would manage your workflow, creating labels, rules, and filters to organize the way you work.
  • Knowledge Base Administrator A 'Knowledge Base Administrator' has access to the Agent desktop and limited access to the Admin. They'll be able to create and edit labels and macros as well as edit your Support Center content.* 'Knowledge Base Administrator' permissions are appropriate when you want an agent to be able to add and edit Support Center content and macros.
  • Knowledge Base Manager – A 'Knowledge Base Manager' is similar to the 'Knowledge Base Administrator' role, with the addition of accessing Business Insights. They’ll be able to create and edit labels and macros as well as editing your Support Center content.* 'Knowledge Base Manager' permissions are appropriate when you want an agent to be able to view your reporting in addition to adding and editing Support Center content and macros.
  • Content Manager – A 'Content Manager' has access to the Agent Desktop, Business Insights, and limited access to the Admin. They have access to all templates (emails, the Support Center, and Notifications). Also able to create and manage labels, macros, and rules as well as edit your Support Center content.* This is an appropriate permission level for any agents who you want to be able to manage most content areas but who should not be able to modify settings.
  • Business Manager – A 'Business Manager' has access to your Agent Desktop and Business Insights and can also create and manage filters, labels, macros, and rules. They also have access to edit and add content in your Support Center.*
  • Administrative Manager – An 'Administrative Manager' has access to the Agent Desktop and Business Insights. They’re also able to add and edit content in your Support Center.* They are also able to view, and add users (if there is an available pre-purchased license).
  • Administrator – An 'Administrator' can perform most actions in the account. They have full access to the Agent Desktop and Business Insights and most access to the admin panel. They cannot take billable actions in the account, but can add new team members if slots are already paid for.​
  • Billing Administrator – The 'Billing Administrator' is essentially a super user. They'll have access to all areas of your account.

     

    *To learn more about Support Center content like Knowledge Articles, click here.


Access Levels Chart

Access Levels

Agent Desktop

Business Insights

Admin Panel
Dashboard

Admin Panel
Team

Admin Panel
Channels

Admin Panel
Case Mgmt

Admin Panel
Content Mgmt

Admin Panel
Settings

Admin Panel
Billing

Agent (and Flex Agent)

yes

no

no

no

no

no

no

no

no

Reporting Agent

yes

yes

no

no

no

no

no

no

no

Workflow Manager

yes

yes

no

no

no

limited1

no

no

no

Knowledge Base Manager

yes

yes

no

no

no

limited2

yes

no

no

Knowledge Base Administrator

yes

no

no

no

no

limited2

yes

no

no

Content Manager

yes

yes

no

no

limited3

limited4

yes

no

no

Business Manager

yes

yes

no

no

no

limited5

yes

no

no

Administrative Manager

yes

yes

no

yes6

no

limited5

yes

no

no

Administrator

yes

yes

yes

yes7

yes

yes

yes

yes

no

Billing Administrator

yes

yes

yes

yes

yes

yes

yes

yes

yes


1 - Can create and manage Labels + Filters + Rules + Integration URLs
2 - Can create and manage Labels + Macros + Integration URLs
3 - Can create and manage all Templates (Email, Customer Help Center, Notifications)
     Cannot configure Channels or manage Advanced Settings
4 - Can create and manage Labels + Macros + Notifications + Integration URLs
5 - Can create and manage Filters + Labels + Macros + Rules + Integration URLs
6 - Can view and edit Team members, but can only add if there is an available pre-purchased license. Cannot remove Team members
7 - Can view, edit, and remove Team members, but can only add Team members if there is an available pre-purchased license

**if you do not see role options for users, you do not have permission to view or change these with your current role.