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.
