In BeDesk, roles and permissions are a powerful way to control what your users and agents can do. This helps you keep your helpdesk organized and secure.
Roles are like job titles. You can create roles for different types of users, like "Customers," "Agents," or "Admins." Any permissions a role have will be inherited by all users belonging to that role.
Permissions are specific actions that users in a role are allowed to do. For example, the "Agents" role might have permission to reply to tickets, while the "Customers" role does not.
You can create custom roles and assign a specific set of permissions to each role. This allows you to tailor the user experience to the specific needs of your organization.
You can assign permissions to agents and customers from Team and Customers pages in both admin area as well as agent dashboard. Simply select a user and you should see a Roles & Permissions tab in agent or user profile page.
You can manage all roles from the admin area. Navigate to Roles from the left-hand sidebar to see a list of all existing roles, separated into Customers and Agents tabs.
From this page, you can create a new role by clicking the Add new role button. To edit an existing role, simply click on its name in the list. This will take you to its configuration page where you can modify its name and permissions under the Settings tab.
The Users tab on a role's configuration page shows all users currently assigned to that role. You can add more users by clicking the Assign user button and searching for the user you wish to add.
BeDesk comes with four default roles:
Customers: This is the default role for registered users. They can view articles, create conversations, and upload files.
Guests: This role is for unregistered users. They can view articles and upload files (in livechat or new ticket page)
Agents: This role is for your support staff. They can access agent dashboard/inbox and manage conversations, articles, customers, canned replies as well as view reports.
Admins: This role is for administrators. They have full access to the agent dashboard as well as administration area.
Here is a list of all available permissions in BeDesk, grouped by category:
View help center: Allow viewing of all help center articles and categories.
Start conversations: Allow creating new conversations via email, ticket portal, widget or other channels.
Upload files: Allow uploading attachments to conversations.
Manage conversations: Allow full access to conversations in agent dashboard.
Manage help center: Allow editing of all help center articles and categories.
Manage customers: Allow customer management.
Manage canned replies: Allow canned reply management.
View reports: Allow viewing reports.
Manage campaigns: Allow campaign management.
Manage AI Agent: Allow AI Agent management, including knowledge, settings, tools and flows.
Manage agents: Allow team management.
REST API: Allow usage of REST API.
Access admin area: Required in order to access any admin area page.
Manage tags: Allow tag management from admin area.
Manage triggers: Allow trigger management from admin area.
Manage views: Allow view management from admin area.
Manage statuses: Allow status management from admin area.
Manage attributes: Allow attribute management from admin area.
Role management: Allow role management from admin area.
Manage localizations: Allow localization management from admin area.
Manage files: Allow file management from admin area.
Manage pages: Allow custom page management from admin area.
Manage settings: Allow settings management from admin area.
Appearance editor: Allows access to appearance editor.
Super admin: Gives full permissions.