User permissionsUpdated 10 days ago

In Gorgias a user’s role determines the level of permissions and access they have to the various features in the helpdesk. Admins can change an existing user’s role, and can assign a role to new users when they’re invited to Gorgias. Use the tables below to determine what each type of role can access.

Roles

Role	Description
Observer	Can view tickets and customers, and leave internal notes. Cannot reply to customers or modify tickets.
Lite	All observer access, plus the ability to reply to customers and update tickets.
Basic	All lite access, plus the ability to trigger integration actions directly from tickets (for example, processing a Shopify refund or cancellation).
Lead	All basic access, plus the ability to create and manage macros, rules, SLAs, views, and tags. The highest non-admin role.
Admin	Full access, including account settings, billing, user management, and integration management.

Note: The person who creates the helpdesk is designated as the account owner. Account owners have the same access and permissions as admins, and their account cannot be deleted, or their role changed. To modify an account owner’s account, you’ll need to transfer ownership first.

Profile settings

Profile settings let every user manage their own account preferences — appearance, locale, and personal helpdesk behavior. All roles have access to these settings, and changes only affect your own account.

Feature	Observer	Lite	Basic	Lead	Admin
Update personal information	✓	✓	✓	✓	✓
Change your password	✓	✓	✓	✓	✓
Enable 2FA on your account	✓	✓	✓	✓	✓
View and regenerate your recovery codes	✓	✓	✓	✓	✓
Configure personal notification preferences	✓	✓	✓	✓	✓
Manage Gorgias theme	✓	✓	✓	✓	✓
Manage date and time settings	✓	✓	✓	✓	✓
Manage ticket translation settings	✓	✓	✓	✓	✓
Manage macro display settings	✓	✓	✓	✓	✓
Manage call forwarding	✓	✓	✓	✓	✓
Set your availability status	✓	✓	✓	✓	✓

Inbox

Inbox is your primary workspace for handling customer conversations. Here, you can read and respond to tickets from every channel by first selecting a view from the sidebar menu on the left, then selecting a ticket from the ticket panel.

Feature	Observer	Lite	Basic	Lead	Admin
View tickets	✓	✓	✓	✓	✓
Read message history	✓	✓	✓	✓	✓
Send internal notes	✓	✓	✓	✓	✓
Upload attachments	✓	✓	✓	✓	✓
Reply to customers	—	✓	✓	✓	✓
Merge tickets	—	✓	✓	✓	✓
Update ticket status (open, close, snooze)	—	✓	✓	✓	✓
Set ticket priority	—	✓	✓	✓	✓
Assign tickets to agents or teams	—	✓	✓	✓	✓
Apply tags to tickets	—	✓	✓	✓	✓
Apply macros to tickets (Lead or Admin must create the macro first)	—	✓	✓	✓	✓
Apply ticket fields (Lead or Admin must create them first)	—	✓	✓	✓	✓
Perform third-party actions on tickets (e.g., Shopify refunds, cancellations)	—	—	✓	✓	✓
Delete tickets	—	—	—	✓	✓
Create personal (private) views	✓	✓	✓	✓	✓
View shared views (shared with you)	✓	✓	✓	✓	✓
View all shared views across the account	—	—	—	✓	✓
Create and manage shared views for the team	—	—	—	✓	✓
Manage default views	—	—	—	✓	✓

AI Agent

AI Agent is where you analyze, train, test, deploy and manage your AI teammate. Only admins and lead agents can manage AI Agent, but once active, everyone in the helpdesk can see AI Agent's ticket responses. Requires an AI Agent subscription.

Feature	Observer	Lite	Basic	Lead	Admin
See AI Agent actions and responses in ticket conversations	✓	✓	✓	✓	✓
View overview	—	—	—	✓	✓
View intents	—	—	—	✓	✓
Manage opportunities	—	—	—	✓	✓
Manage skills	—	—	—	✓	✓
Manage knowledge	—	—	—	✓	✓
Manage tone of voice	—	—	—	✓	✓
Manage support actions	—	—	—	✓	✓
Manage products	—	—	—	✓	✓
Test AI Agent	—	—	—	✓	✓
Deploy AI Agent	—	—	—	✓	✓
Manage AI Agent settings	—	—	—	✓	✓

Analytics

Analytics is where you'll find performance data for your team and account.

Feature	Observer	Lite	Basic	Lead	Admin
View metrics and reports	✓	✓	✓	✓	✓
View custom dashboards	✓	✓	✓	✓	✓
View custom reports	✓	✓	✓	✓	✓
View saved filters	✓	✓	✓	✓	✓
Download data to CSV	✓	✓	✓	✓	✓
Create and save custom filters	—	—	—	✓	✓
Create custom dashboards	—	—	—	✓	✓

Workflows

Workflows is where you configure ticket workflows and automations like macros, rules, Service Level Agreements (SLAs) and more.

Macros

Macros are custom response templates and ticket actions that apply once sent. Everyone can apply a macro once it has been created by a Lead or Admin.

Feature	Observer	Lite	Basic	Lead	Admin
View list of available macros	✓	✓	✓	✓	✓
Apply macros to tickets	✓*	✓	✓	✓	✓
Create, import, and edit macros	—	—	—	✓	✓
Archive and delete macros	—	—	—	✓	✓

* Observers can apply any macro that doesn’t send a reply to the customer.

Rules

Rules are automated actions that trigger based on ticket conditions. They run in the background, so no agent action is needed to "use" a rule once it has been created.

Feature	Observer	Lite	Basic	Lead	Admin
View rules	—	—	—	✓	✓
Create and edit rules	—	—	—	✓	✓
Activate or deactivate rules	—	—	—	✓	✓
Delete rules	—	—	—	✓	✓

SLAs

Service Level Agreement (SLA) policies define your team's response and resolution time targets. Policies apply automatically to tickets once configured. All tickets are measured against active SLAs regardless of the role of the assignee.

Feature	Observer	Lite	Basic	Lead	Admin
View SLA policies	—	—	—	✓	✓
Create and edit SLA policies	—	—	—	✓	✓
Activate and deactivate SLA policies	—	—	—	✓	✓
Delete SLA policies	—	—	—	✓	✓

Flows

Flows allow your customers to self-serve common support interactions through interactive Q&As. Requires an AI Agent subscription.

Feature	Observer	Lite	Basic	Lead	Admin
View flows	—	—	—	✓	✓
Create and edit flows	—	—	—	✓	✓
Delete flows	—	—	—	—	✓

Order management

Order management lets your customers track and manage their existing orders. Requires an AI Agent subscription.

Feature	Observer	Lite	Basic	Lead	Admin
Activate or deactivate order management options	—	—	—	✓	✓
Customize order management options	—	—	—	✓	✓

Ticket assignment

Ticket assignment settings control how tickets are automatically routed and assigned to agents and teams.

Feature	Observer	Lite	Basic	Lead	Admin
View and manage ticket assignment settings	—	—	—	—	✓

Auto-merge

Auto-merge automatically detects and merges duplicate tickets from the same customer.

Feature	Observer	Lite	Basic	Lead	Admin
Enable, turn off, and manage auto-merge	—	—	—	—	✓

CSAT

Customer satisfaction (CSAT) surveys are sent to customers once their tickets are resolved. All roles can view survey results in Analytics. Only admins can configure the survey.

Feature	Observer	Lite	Basic	Lead	Admin
View CSAT survey results (see Analytics)	✓	✓	✓	✓	✓
Manage CSAT survey settings	—	—	—	—	✓

Feature	Observer	Lite	Basic	Lead	Admin
View tags	✓	✓	✓	✓	✓
Apply existing tags to tickets	—	✓	✓	✓	✓
Create and edit tags	—	—	—	✓	✓
Delete tags	—	—	—	✓	✓

Ticket fields

Ticket fields are custom data fields that appear on tickets. Any role that can reply to a ticket can fill out existing ticket fields. Only admins can create and manage ticket fields.

Feature	Observer	Lite	Basic	Lead	Admin
Fill ticket field values on tickets	—	✓	✓	✓	✓
Create, edit, and delete ticket fields	—	—	—	—	✓

Customer fields

Customer fields are custom data fields that appear on customer profiles. Any role that can reply to a ticket can fill out existing customer fields. Only admins can create and manage customer fields.

Feature	Observer	Lite	Basic	Lead	Admin
View customer field values on profiles	—	✓	✓	✓	✓
Create, edit, and delete customer fields	—	—	—	—	✓

Field conditions

Field conditions control when select ticket fields are shown or hidden based on existing ticket field criteria.

Feature	Observer	Lite	Basic	Lead	Admin
Create, edit, and delete field conditions	—	—	—	—	✓

Customers

Customers is a searchable directory of everyone who has contacted your store. It shows customer profiles, contact information, and a timeline showing their support and order history (if you've connected your ecommerce store to your helpdesk).

Feature	Observer	Lite	Basic	Lead	Admin
View customer profiles	✓	✓	✓	✓	✓
View customer order history and integration data	✓	✓	✓	✓	✓
View customer timeline	✓	✓	✓	✓	✓
Add customers	—	✓	✓	✓	✓
Edit customer profiles	—	✓	✓	✓	✓
Delete customers	—	—	—	✓	✓

Settings

The account settings available in Settings apply to the entire helpdesk. For this reason, admin access is required for the majority of features listed here.

Store

Store settings is where admins connect and manage ecommerce platform integrations — Shopify, BigCommerce, and Magento 2. Connecting a store integration allows you to surface data from your ecommerce platform in Gorgias, reducing the need to switch between tabs.

Feature	Observer	Lite	Basic	Lead	Admin
View connected stores	—	—	—	—	✓
Connect a new store	—	—	—	—	✓
Update store settings	—	—	—	—	✓
Delete a store	—	—	—	—	✓

Business hours

Business hours are schedules that define when your team is available.

Feature	Observer	Lite	Basic	Lead	Admin
Set default business hours	—	—	—	—	✓
Add custom business hours	—	—	—	—	✓
Edit default or custom business hours	—	—	—	—	✓
Delete custom business hours	—	—	—	—	✓

Help center

The help center is a self-service knowledge base where customers can find answers on their own. Leads and admins can create and manage the help center content. Lower roles cannot access the help center settings.

Feature	Observer	Lite	Basic	Lead	Admin
Create or delete a help center	—	—	—	✓	✓
Create, edit, and delete categories	—	—	—	✓	✓
Create, edit, and delete articles	—	—	—	✓	✓
Import articles from a .CSV	—	—	—	✓	✓
Generate articles with AI	—	—	—	—	✓
Manage contact options	—	—	—	✓	✓
Manage help center appearance	—	—	—	✓	✓
Manage help center preferences	—	—	—	✓	✓
Customize the help center (headers, footers, and extra HTML)	—	—	—	✓	✓
Publish a help center	—	—	—	✓	✓
Manage help center flows and order management	—	—	—	✓	✓

Phone numbers

Feature	Observer	Lite	Basic	Lead	Admin
View all phone numbers	—	—	—	—	✓
Add a phone number	—	—	—	—	✓
Manage a phone number's connected integrations	—	—	—	—	✓
Delete a phone number	—	—	—	—	✓

Email

Feature	Observer	Lite	Basic	Lead	Admin
View connected email addresses	—	—	—	—	✓
Set up email forwarding	—	—	—	—	✓
Connect a Gmail or Outlook account (Basic/Pro plans only)	—	—	—	—	✓
Verify a connected email address	—	—	—	—	✓
Edit email settings	—	—	—	—	✓
Delete a connected email address	—	—	—	—	✓

Voice

Feature	Observer	Lite	Basic	Lead	Admin
View existing Voice integrations	—	—	—	—	✓
Create or delete a Voice integration	—	—	—	—	✓
Set custom business hours for Voice	—	—	—	—	✓
Enable or turn off call recording	—	—	—	—	✓
Enable or turn off call transcription	—	—	—	—	✓
Enable or turn off spam prevention	—	—	—	—	✓
Create and edit call flows	—	—	—	—	✓

SMS

Feature	Observer	Lite	Basic	Lead	Admin
View existing SMS integrations	—	—	—	—	✓
Create or delete an SMS integration	—	—	—	—	✓

Chat

Feature	Observer	Lite	Basic	Lead	Admin
View existing chat integrations	—	—	—	—	✓
Create or delete a chat integration	—	—	—	—	✓
Configure chat's appearance	—	—	—	—	✓
Configure a chat integration's availability	—	—	—	—	✓
Install chat on Shopify stores, other websites, or other ecommerce stores	—	—	—	—	✓
Manage chat flows and order management	—	—	—	—	✓

Contact form

Feature	Observer	Lite	Basic	Lead	Admin
View existing contact form integrations	—	—	—	—	✓
Create, edit, or delete a contact form	—	—	—	—	✓

Users

Feature	Observer	Lite	Basic	Lead	Admin
View existing users	—	—	—	—	✓
Invite a new user	—	—	—	—	✓
Change a user's role	—	—	—	—	✓
Update a user's name or email	—	—	—	—	✓
Resend an invitation	—	—	—	—	✓
Delete a user	—	—	—	—	✓

Teams

Feature	Observer	Lite	Basic	Lead	Admin
View existing teams	—	—	—	—	✓
Create or delete a team	—	—	—	—	✓
Add or remove team members	—	—	—	—	✓
Edit team name and description	—	—	—	—	✓

Agent unavailability

In Agent unavailability, admins can create and manage custom unavailable statuses. Everyone in the helpdesk can use the custom statuses.

Feature	Observer	Lite	Basic	Lead	Admin
View existing custom unavailability statuses	✓	✓	✓	✓	✓
Create, edit, or delete custom unavailability statuses	—	—	—	✓	✓

Access management

Feature	Observer	Lite	Basic	Lead	Admin
Configure SSO	—	—	—	—	✓
Enforce SSO-only login	—	—	—	—	✓
Enforce two-factor authentication for all users	—	—	—	—	✓
Configure domain-based signup	—	—	—	—	✓

Billing and usage

Feature	Observer	Lite	Basic	Lead	Admin
View current plan and usage	—	—	—	—	✓
Upgrade or downgrade plan	—	—	—	—	✓
Manage payment methods	—	—	—	—	✓
View invoices and payment history	—	—	—	—	✓

HTTP integration

Feature	Observer	Lite	Basic	Lead	Admin
View data from HTTP integrations	✓	✓	✓	✓	✓
View existing HTTP integrations	—	—	—	—	✓
Create, edit, or delete an HTTP integration	—	—	—	—	✓

REST API

Admins can generate a personal API token for authenticating with the Gorgias API in REST API. Each user manages their own token — there are no shared tokens.

Feature	Observer	Lite	Basic	Lead	Admin
Generate a personal API token	—	—	—	—	✓
Reset a personal API token	—	—	—	—	✓

Audit logs

Feature	Observer	Lite	Basic	Lead	Admin
View and filter audit logs	—	—	—	—	✓

Imports

Feature	Observer	Lite	Basic	Lead	Admin
Start an email import	—	—	—	—	✓
Start a Zendesk import	—	—	—	—	✓

AI assistants

Gorgias has two AI assistant options available to help manage your setup: Gaia and the Gorgias MCP. When using an AI assistant, the actions available will match your Gorgias role permissions.

For example, leads, admins, and owners can use Gaia or the Gorgias MCP to manage AI Agent or create Routines. A basic or lite role can use either to manage tickets, customer profiles, or look up answers from your help center articles.

Feature	Observer	Lite	Basic	Lead	Admin
Gorgias MCP	✓	✓	✓	✓	✓
Gaia	✓	✓	✓	✓	✓

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