What can agents access and do?
Agents have the following access and permissions:
Can do:
- View and respond to tickets assigned to them or their group.
- Create tickets on behalf of users
- Add public replies and private notes
- Change ticket status, priority, and category.
- Assign/reassign tickets to other agents
- View knowledge base articles
- Access their own performance reports
- Mark tickets as spam
Cannot do:
- Access system settings or user management.
- View other groups' tickets (unless assigned).
- Delete tickets
- Manage agents or users
- Access billing or subscription settings
- Share or export full dashboard reports (Admin only).
Admins can further customize agent permissions through group and role settings.
Last reviewed17 August 2026
Maintained byRaiseaticket Support
Applies toFree plan
Required roleAgent
