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User permissionsUpdated 5 days ago

There are 5 user roles that can be assigned to users to control their permissions in detail:



Permissions per role

FunctionObserverLiteBasicLeadAdmin
User Settings
ViewYYYYY
UpdateYYYYY
Billing
ViewNNNNY
UpdateNNNNY
Customers
ViewYYYYY
Create/UpdateNYYYY
DeleteNNNYY
Events
ViewYYYYY
Integrations
ViewNNNNY
Perform ActionNNNYY
Create/UpdateNNNNY
DeleteNNNNY
Macros
ViewYYYYY
Create/UpdateNNNYY
DeleteNNNYY
Tickets & Messages
ViewYYYYY
UpdateNYYYY
Internal NotesYYYYY
ReplyNYYYY
DeleteNNNYY
Rules
ViewYYYYY
Create/UpdateNNNYY
DeleteNNNYY
CSAT Settings
ViewNNNNY
Create/UpdateNNNNY
Statistics
ViewYYYYY
DownloadNNNYY
Tags
ViewNNNYY
Create/UpdateNNNYY
DeleteNNNYY
Users
ViewNNNNY
Create/UpdateNNNNY
DeleteNNNNY
Automate Features
Create/UpdateNNNYY
Perform ActionNNNYY
DeleteNNNYY
Widgets
ViewYYYYY
Create/UpdateNNYYY
DeleteNNYYY
Views (Public)
ViewYYYYY
Create/UpdateNNNYY
DeleteNNNYY
Views (Private)
Create/UpdateYYYYY
DeleteYYYYY
Help Center
ViewYYYYY
Create/UpdateNNNYY

This table applies only to the Web UI, not the API - all users are allowed to list most resources including users, Macros, and Rules with the API.

Actions such as hiding/liking comments and responding to private/direct messages on Facebook/Instagram are all considered integrations-related actions as well. 

Observers can't do integration-related actions, however, they can perform these actions directly on Facebook and Instagram. Lite users will be able to respond to direct messages from Facebook and Instagram, however, they won't be able to like or hide comments.

Anyone can use the search function and access all the tickets within the search results, regardless of their role - if you have View sharing set up, searching won't prevent any agents from finding tickets in private Views.

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