Setting Up Role-Based Access

Overview #

Role-based access ensures team members only see and manage cases relevant to their role.

Default Roles #

• Admin → Full access to settings, billing, cases, and integrations.
• Manager → Manage cases, monitor SLA, escalate issues, manage agents.
• Agent → View and work only on assigned cases.
• Viewer → Read-only access for executives or auditors.

Assigning Roles #

1. Go to Settings → Team Members.
2. Select a user → Edit Role.
3. Choose from Admin, Manager, Agent, Viewer.

Custom Permissions (Pro & Enterprise) #

• Restrict by Case Category (e.g., Finance cases only).
• Restrict by Department (e.g., Customer Service, IT).
• Escalation rules limited to Managers only.

✅ Tip: Always keep at least 2 Admins for continuity.