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Manage Agent Access with BoldDesk Permissions
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BoldDesk provides a robust and flexible set of permissions to manage agent access across various modules. This article explains the available permissions, their associated child permissions, and functionalities within each module.
These permissions can be customized for both custom and system roles, in exception of the default ‘Account Owner’ role.
For more additional guidance on managing roles and permissions in BoldDesk, check the following article.
Ticket module permissions
Here are various ticket module permissions along with their descriptions.
| Permission | Description |
|---|---|
| Create ticket via agent portal | Grants permission to create through the agent portal. |
| Reply ticket via agent portal | Allows agents to reply to tickets through the agent portal. |
| Reply ticket via email | Enables agents to reply to a ticket through email. If this permission is disabled, their email replies will be added as private notes instead of public comments. |
| View and edit tickets | Allows agents to edit tickets within their access scope without restrictions. If this permission is not granted, agents can view tickets but cannot update them unless they are the assigned agent. |
| Edit ticket fields | Enables editing of ticket fields, with the following multi-selectable child permissions for the tickets: - Edit subject - Edit requester - Edit assignee - Edit priority - Edit resolution due date - Edit CC - Edit other fields for changing additional fields such as Status, Category, Type, Visibility, Tags, and Custom fields. * To set a ticket’s status to "Close, you must enable the ‘Allow the agent to change the ticket to close status’ permission. |
| Bulk edit all fields | Allows agents to perform bulk editing operations on multiple tickets simultaneously. |
| Allow agents to use macros | Enables agents to utilize macro triggers in tickets. |
| Allow agents to change a ticket’s brand | Permits agents to change the brand associated with the ticket. The Edit other ticket fields permission should be enabled. |
| Allow agents to change the ticket to close status | Allows agents to change a ticket’s status to ‘‘closed’’. The Edit other ticket fields permission should be also enabled. |
| Allow agents to reply to or edit closed tickets | Enables agents to reply to or edit the tickets that are in the ‘‘closed’’ status. |
| Create new tags for tickets | Allows an agent to create new tags for tickets. The Edit other ticket fields’ permission should be enabled. |
| Remove tag from ticket | Grants agents the power to remove tags from tickets. The Edit other ticket fields permission should also be enabled. |
| Forward ticket | Enables an agent to forward a ticket or its updates to other users. |
| Edit or delete other user’s worklog | Permits an agent to edit or delete worklogs added by other users. There is no restriction on editing or deleting work logs by the current user. |
| Skip mandatory fields configuration for worklog fields | Allows skipping of mandatory fields configuration for ticket worklog fields. |
| Add or remove other users as watcher | You can add or remove other agents as the watchers to the tickets. |
| Add new contact at the time of ticket creation | An agent can create a new contact (requester) when creating a ticket on their behalf. |
| Create ticket views | Allows agents to create custom ticket views, which includes the following single-selectable child permissions: - Private: An agent can create custom ticket views with private access. - Private and Group: Enables you to create custom ticket views with private access and group access. - Private, Group and Public: Allows you to create custom ticket views with global access. |
| Edit public comments in ticket | Permits editing of public comments in tickets, which includes the following single-selectable child permissions: - Own comments: Allows an agent to edit their own comments in tickets. - Own or any agent’s comments: Enables an agent to edit their own comments as well as comments added by other agents in the tickets. - Own, any agent’s or any customer’s comments: Permits an agent to delete their own comments, as well as comments added by other agents and customers in tickets. |
| Edit private notes in ticket | Allows editing of private notes in tickets, which includes the following single-selectable child permissions: - Own notes: Enables an agent to edit their own notes in tickets. - Own or any agent’s notes: Permits agents to edit their own notes as well as notes added by other agents in tickets. |
| Delete public comments in ticket | Allows agents to delete public comments in tickets, including public replies and notes. However, users in the customer portal can still delete their own comments, regardless of this permission. The following single-selectable child permissions are included: - Own comments: Enables agents to delete their own comments in tickets. - Own or any agent’s comments: Permits agents to delete their own comments as well as comments added by other agents in tickets. - Own, any agent’s or any customer’s comments: Allows an agent to delete their own comments, comments added by other agents, and comments added by customers in tickets. |
| Delete private notes in ticket | Enables deleting of private notes in tickets, which includes the following single-selectable child permissions: - Own notes: Permits an agent to delete their own private notes in tickets. - Own or any agent’s notes: Allows an agent to delete their own private notes as well as private notes added by other agents in tickets. |
| Delete files uploaded in ticket | Gives agents the ability to delete files uploaded in tickets. However, in the customer portal, users can delete their own uploaded files regardless of this permission. The following single-selectable child permissions are included: - Own uploaded files: Permits an agent to delete their own uploaded files in tickets. - Own or any agent’s uploaded files: Allows an agent to delete their own uploaded files as well as files uploaded by other agents in tickets. - Own, any agent’s or any customer’s uploaded files: Enables an agent to delete their own uploaded files, files uploaded by other agents, and files uploaded by customers in tickets. |
| Lock or unlock ticket | Gives agents the ability lock or unlock tickets, which includes the following single-selectable child permissions: - Own locked tickets can be unlocked, but locked tickets cannot be edited: Enables users to unlock tickets they have locked. However, they cannot edit locked tickets. - Own locked tickets can be unlocked, and locked tickets can be edited: Allows users to unlock tickets they have locked and make edits to those locked tickets. - Anyone’s locked tickets can be unlocked, and anyone’s locked tickets can be edited: Permits users to unlock tickets locked by anyone and make edits to those locked tickets. |
| Share ticket | Allows an agent to share a ticket with selected groups. |
| Merge tickets | Enables merging of multiple secondary tickets into a primary ticket. |
| Export ticket | Permits exporting of the selected tickets as an Excel or CSV file. |
| Manage ticket spam | Grants an agent the ability to mark a ticket as spam or remove a ticket from spam. |
| Manage ticket deletion | Allows an agent to temporarily or permanently delete tickets and recover temporarily deleted tickets. |
| Manage ticket suspension | Enables an agent can manage suspended emails, recover the first suspended email as a ticket, and treat subsequent replies as ticket replies. * The agent must also have the “Global” ticket access scope to use this support. |
Chat module permissions
The following are various chat module permissions and their descriptions to look into:
| Permission | Description |
|---|---|
| Reply chat conversation via agent portal | Permits an agent to reply to a chat conversation through the agent portal. |
| Edit chat fields | Enables editing of the chat fields, which includes the following multi-selectable child permissions: - Edit requester: Allows editing of the requester of a chat conversation. - Edit assignee: Allows editing of the assignee of a chat conversation. - Edit priority: Permits editing of the priority of a chat conversation. - Edit other fields: Allows agents to edit other fields of a chat conversation, such as status, category, tags, and custom fields. * To change the status to “Closed,” one must enable the Allow to close conversation permission. |
| Allow to close conversation | Enables an agent to close a conversation. The Edit other chat fields permission must be also enabled. |
| Allow agent to reply or edit closed conversation | Gives agents the ability to reply or edit a closed conversation. |
| Create new tags and add for conversations | Allows an agent to create and add new tags for chat conversations. The Edit other chat fields permission must be enabled. |
| Remove tags from conversations | Enables an agent to remove tags from chat conversations. The Edit other chat fields permission must also be enabled. |
| Create chat views | Allows agents to create custom chat views, which includes the following single-selectable child permissions: - Private: An agent can create custom chat views with private access. - Private and Group: Enables you to create custom chat views with private access and group access. - Private, Group and Public: Allows you to create custom chat views with global access. |
| Edit public messages | Permits editing of public messages in chat conversations, which includes the following single-selectable child permission: - Own messages: Allows an agent to edit their own messages in chat conversation. - Own and any agent’s messages: Enables an agent to edit their own messages as well as messages added by other agents in chat conversations. - Own, any agent’s or any customer’s messages: Allows an agent to edit their own messages, messages added by other agents, and messages added by customers in chat conversations. |
| Edit private notes | Enables an agent to edit private notes in chat conversations, which includes the following single-selectable child permissions: - Own notes: Permits agents to edit their own private notes in chat conversations. - Own or any agent’s notes: Allows an agent to edit their own private notes as well as private notes added by other agents in chat conversations. |
| Delete public messages | Enables deleting of public messages in chat conversations, which includes the following single-selectable child permissions: - Own messages: Allows an agent to delete their own messages in chat conversations. - Own or any agent’s messages: Permits an agent to delete their own messages as well as messages added by other agents in chat conversations. - Own, any agent’s or any customer’s messages: Grants an agent the ability to delete their own messages, messages added by other agents, and messages added by customers in chat conversations. |
| Delete private notes | Enables deleting of private notes in chat conversations, which includes the following single-selectable child permissions: - Own notes: Allows an agent to delete their own private notes in chat conversations. - Own or any agent’s notes: Permits an agent to delete their own private notes as well as private notes added by other agents in chat conversations. |
| Export conversation | Allows an agent to export the selected chat conversation as a text file. |
| Email conversation transcript | Enables sending of emails of conversation transcripts, which includes the following multi-selectable child permissions: - Email transcript to self: Permits an agent to email a conversation transcript to the self. - Email transcript to requester: Allows an agent to email a conversation transcript to the requester of the chat conversation. |
| Manage conversation spam | Grants an agent the ability to mark a chat conversation as spam or can remove a chat conversation from spam. |
| Manage conversation deletion | Enables an agent to temporarily or permanently delete chat conversations and recover temporarily deleted chat conversations. |
Activity Module Permissions
The following are various activity module permissions and their descriptions.
| Permission | Description |
|---|---|
| View all activities | Enables an agent to view all activities. If disabled, the agent can only view activities they have created, activities assigned to them, and activities where they have been added as watchers. |
| Create activity views | Allows creating of custom activity views, which includes the following single-selectable child permissions: - Private: Permits creation of custom activity views with private access. - Private and Group: Gives permission to create custom activity views with private access and group access. - Private, Group, and Public: Enables creating of custom activity views with global access. |
| Edit activity comments | Allows editing of comments in activities, which includes the following single-selectable child permissions: - Own comments: Permits an agent to edit their own comments in activities. - Own or any agent’s comments: Enables an agent to edit their own comments as well as comments added by other agents in activities. |
| Delete activity comments | Grants an agent the ability to delete comments in activities, which includes the following single-selectable child permissions: - Own comments: Lets an agent to delete their own comments in activities. - Own or any agent’s comments: Permits an agent to delete their own comments as well as comments added by other agents in activities. |
| Delete files uploaded in activity | Grants agents the ability to delete files uploaded in activities, which includes the following single-selectable child permissions: - Own uploaded files: Enables an agent to delete their own uploaded files in activities. - Own or any agent’s uploaded files: Allows an agent to delete their own uploaded files as well as files uploaded by other agents in activities. |
| Delete activities | Grants agents the ability to delete activities, including the following single-selectable child permissions: - Own activities: Allows an agent to delete activities they have created. - Own or any agent created activities: Allows an agent to delete both their own activities and those created by other agents. |
Knowledge base module permissions
The following are various knowledge base module permissions and their descriptions.
| Permission | Description |
|---|---|
| Create article | Allows an agent to create a KB article. |
| Edit article | Enables an agent to edit knowledge base articles and includes following multi-selectable child permissions for applying additional restrictions: - Edit title: Permits an agent to edit an article’s title. - Edit description: Allows an agent to edit an article’s description. - Edit tags: Grants an agent the ability to edit an article’s tags. - Edit author: Enables an agent to change an article’s author. - Edit SEO: Permits an agent to edit the SEO content of an article. - Review articles: Grants an agent to review the articles. - Publish/unpublish article: Enables an agent to publish/unpublish the article. - Edit other fields: Allows an agent to edit other KB fields such as Category, Section, Allow Comments, Visible To, Status Indicator, and Article Expiry. |
| Delete article | Permits an agent to delete a knowledge base article, either temporarily or permanently. |
| Restore article | Enables an agent to restore temporarily deleted articles. |
| Restore version | Allows an agent to restore a previous version of an article. |
| Category | Grants an agent the ability to add, edit, and delete article categories, with following multi-selectable child permissions for applying additional restrictions: - Add: Enables an agent to add a new article category. - Edit: Permits an agent to edit the article categories. - Delete: Allows an agent to delete the article categories. |
| Section | Gives an agent the ability to add, edit, and delete article sections, with following multi-selectable child permissions for applying additional restrictions: - Add: Enables an agent to add a new article section. - Edit: Lets an agent to edit the article sections. - Delete: Allows an agent to delete the article sections. |
| Comment | Grants an agent the ability to add and delete comments on articles, with following multi-selectable child permissions for applying additional restrictions: - Add: Enables an agent to add new comments to articles. - Delete: Allows an agent to delete comments from articles. |
| Private note | Permits an agent to add and delete private notes on articles, with following multi-selectable child permissions for applying additional restrictions: - Add: Gives an agent the ability to add new private notes to articles. - Delete: Enables an agent to delete private notes from articles. |
| Template | Permits an agent to add, edit, and delete article templates, with following multi-selectable child permissions for applying additional restrictions: - Add: Allows an agent to add a new article template. - Edit: Enables an agent to edit the article templates. - Delete: Grants an agent the ability to delete the article templates. |
Contacts module permissions
The following are various contacts module permissions and their descriptions to look into:
| Permission | Description |
|---|---|
| View contact | Permits an agent to view contacts and visitors. It also includes following multi-selectable child permissions for applying additional restrictions: - Create or edit contact: Allows an agent can create or edit a contact. - Impersonate contact: Enables an agent can impersonate a contact. - Merge contact: Gives an agent the ability to merge multiple secondary contacts into a primary contact. - Block or unblock contact and can delete or mark as spam associated tickets and chats: Lets an agent to block or unblock a contact and mark the associated tickets and chat conversations as spam. * To use this feature, the agent must have the ticket access scope set to Global and, if chat is enabled, the chat access scope set to Global as well. Additionally, the agent must have access to all brands. - Delete or restore contact and can delete or mark as spam associated tickets and chats: Allows an agent to delete or restore a contact and mark associated tickets and chat conversations as spam. * To use this feature, the agent’s ticket access scope must be set to Global, and if chat is enabled, their chat access scope must also be set to Global. Additionally, the agent must have access to all brands. - Delete contact permanently: Gives an agent the ability to delete a contact permanently. - Export contact: Enables an agent to export contacts to Excel or CSV files. |
| View contact group | Allows an agent to view contact groups. It also includes following multi-selectable child permissions for applying additional restrictions: - Create or edit contact groups: Permits an agent to create or edit a contact group. - Delete contact group: Lets an agent delete a contact group. - Export contact group: Enables an agent to export contact groups to Excel or CSV files. |
| Create views | Grants the ability to create custom contact views, which includes the following single-selectable child permissions: - Private: Allows creating of custom contact views with private access. - Private and Group: Gives an agent the ability to create custom contact views with private access and group access. - Private, Group and Public: Enables creating of custom contact views with global access. |
| Delete files uploaded in contact | Permits agents to delete files uploaded in contacts, which includes the following single-selectable child permissions: - Own uploaded files: Lets an agent to delete their own uploaded files in contacts. - Own or any agent’s uploaded files: Allows an agent to delete their own uploaded files as well as files uploaded by other agents in contacts. |
Reports module permissions
The following are various reports module permissions and their descriptions.
| Permission | Description |
|---|---|
| Create views | Permits the creation of custom report views, which includes the following single-selectable child permissions: - Private: Allows the creation of custom report views with private access. - Private and Group: Enables users to create custom report views with private access and group access. - Private, Group and Public: Lets one to create custom report views with global access. |
| Manage scheduled report | Allows an agent to add, edit, or delete scheduled reports. It includes the following single-selectable child permissions to provide additional restrictions: - Own scheduled report: Enables an agent to manage their own scheduled reports. - Own or any agent’s scheduled report: Permits an agent to manage all scheduled reports. |
| View tickets report | Lets an agent view the Support Monitoring Dashboard, Support Traffic Dashboard, Ticket Conversation Report, and Ticket Metrics Report. |
| View SLA dashboard | Allows an agent to view the SLA dashboard. |
| View agent or group performance dashboard | Enables an agent to view the agent or group performance dashboard. |
| View contact dashboard | Gives an agent the ability to view the contact dashboard. |
| View customer satisfaction report | Lets an agent view the customer satisfaction report. |
| View worklog report | Allows an agent can view the worklog report. |
| View activity dashboard | Enables an agent to view the activity dashboard. |
| View knowledge base dashboard | Permits an agent to view the knowledge base dashboard. |
| Create custom dashboard | Allows the creation of custom dashboards, including the following single-selectable child permissions: - Private and agent: Enables the creation of custom dashboards with private or any-agent access. - Private, agent and group: Enables users to create custom dashboards with private, any-agent, and group access. - Private, agent, group and public: Allows users to create dashboards with global access. |
| Manage custom dashboard | Allows an agent to manage custom dashboards, including the access to all dashboards. |
Approval module permissions
The following are various approval module permissions and their descriptions.
| Permission | Description |
|---|---|
| View all approvals | Allows an agent to view all approvals; if disabled, they can only view their own approval requests, approval requests assigned to them, and approval requests linked to tickets they are assigned to. |
| Can create approval request | Gives an agent the ability to create approval requests. |
| Add own name to the approval request | Enables an agent to assign themselves as the approver for an approval request. |
| Can add/remove approver from any approval request | Lets an agent add or remove approvers from any approval request. If disabled, they can only manage approvers for their own requests, assigned requests, or requests linked to tickets they are assigned. |
| Can cancel any one approvals | Permits an agent to cancel any approval requests. If disabled, they can only cancel their own requests, requests assigned to them, or requests linked to tickets they are assigned to. |
AI Features module permissions
The following are various AI feature module permissions and their descriptions.
| Permission | Description |
|---|---|
| Al Copilot | Enables agents to effectively address customer inquiries by leveraging Al Copilot to provide automated suggestions for customer queries. |
| Summarize Ticket | Allows an agent to use the AI feature to summarize a ticket, providing a concise overview of the ticket’s objective and the customer’s sentiment by analyzing intent and tone. |
| Rephrase, correct grammar, elaborate and shorten | Lets an agent to use the AI feature for text modifications, including rephrasing, grammar correction, elaboration, and text shortening, helping agents craft clearer, more concise, and customer-friendly responses. |
| Translate content | Gives an agent the ability to assist customers in their native language using the AI translation feature, regardless of region or language differences. |
| Summarize KB | Permits agents to summarize knowledge base articles using Al. |
| Generate KB SEO attributes | Allows agents to generate SEO attributes, such as meta title and meta description, for knowledge base documents using AI, improving visibility on search engines. |
| Generate KB Articles | Enables agents to create a knowledge base article using Al by simply providing a description of the desired content. |
Admin module permissions
The following are various admin module permissions and their descriptions.
| Permission | Description |
|---|---|
| Manage fields and forms | Allows an agent to manage fields and forms for tickets, contacts, or contact groups, along with their dependencies. |
| Manage views | Lets an agent manage ticket views, including access to all ticket views (private views included), activating or deactivating views, and changing the ownership of those views. |
| Manage canned response | Enables an agent to manage ticket and chat canned responses, including access to all canned responses (private ones included), adding or deleting responses, and changing the ownership of those responses. |
| Manage ticket templates | Gives an agent the ability to manage ticket templates, including access to all templates (private templates included) and the ability to add or delete public and group-shared templates. |
| Manage email notification and templates | Allows an agent to manage email notifications and their templates, including the ability to enable or disable notifications for specific events and modify the email templates. |
| Manage tags | Grants an agent the ability to manage tags across all modules, including creating new tags, removing tags from selected modules, and permanently deleting tags. |
| Manage knowledge base | Permits an agent to manage knowledge base redirection rules, including creating, editing, and deleting redirection rules. |
| Manage auto assignments | Lets an agent manage auto-assignment rules, including creating, deleting, activating, and deactivating rules. |
| Manage create and update triggers | Enables an agent to manage ‘Create Triggers’ and ‘Update Triggers’ for automation, including creating, deleting, activating, and deactivating rules. |
| Manage time triggers | Allows an agent to manage ‘Time Triggers’ for automation, including creating, deleting, activating, and deactivating rules. |
| Manage macros | Gives an agent the ability to manage ticket macro triggers, including creating, deleting, activating, and deactivating them. |
| Manage recurring ticket | Enables an agent to manage recurring tickets and includes the following single-selectable permissions for additional restrictions: - Own recurring ticket: Allows agents to manage their own reoccurring tickets. - Own or any agent’s recurring ticket: Enables agents to manage all recurring tickets, including those created by others. |
| Manage work schedules | Enables an agent to manage work schedules, including configuring business hours and managing the holiday list. |
| Manage agent shifts | Lets one to manage agent shifts, including adding, editing, and deleting shifts. |
| Manage SLA | Permits an agent to manage SLAs, including creating, deleting, activating, and deactivating them. |
| Manage agents | Allows an agent to manage other agents’ access scopes, including adding, editing, and activating or deactivating agents. |
| Manage groups | Gives an agent the ability to manage groups (teams), including adding, editing, and deleting groups, adding or removing agents from groups and configuring auto-assignments for agents within the group. |
| Manage roles and permissions | Permits an agent to manage roles and permissions, including creating, editing, deleting, cloning roles, and controlling the permissions for each role. |
| Manage agent availability status | Lets an agent manage availability statuses for help desk and live chat, including adding, editing, sorting, and deleting statuses, as well as changing the availability status of other agents. |
| Manage settings | Enables an agent to manage settings such as general settings, agent portal, customer portal, AI features, satisfaction surveys, and language settings. |
| Manage brands | Grants an agent the ability to manage brands, including adding, editing, and deleting brands, modifying brand configurations and signatures, setting a default brand, and activating or deactivating brands and their customer portals. |
| Manage webhooks | Allows an agent to manage webhooks, such as adding, editing, activating or deactivating, and deleting webhooks. |
| View audit logs | Gives an agent the ability to view audit logs in the admin module, including activity, access, webhook failure, integration failure, email failure, omnichannel failure logs, and blocked email recipients. |
| Manage import | Lets an agent import data from files, including contacts, contact groups, agents, groups, tickets, and their history logs. |
| Manage apps | Permits an agent to manage apps in BoldDesk, including installing or uninstalling, adding, editing, activating, or deactivating both marketplace and custom apps. |
| Manage billing and subscription | Enables an agent to manage billing and subscriptions for BoldDesk, including upgrading plans, cancelling subscriptions, increasing agent counts, updating billing addresses, payment methods, and handling invoices. |
Profile module permissions
The following are various profile module permissions and their descriptions.
| Permission | Description |
|---|---|
| Manage API keys | Allows an agent to create, disable, or revoke API keys for REST APIs. |
| Allow the agent to change the availability status | Enables an agent to update their help desk availability status and includes the following single-selectable permissions for additional restrictions: - Any status except offline: Permits agents to change their Help desk availability status to any status, except ‘offline’ status. - Any status: Lets agents change their help desk availability status to any status. |
| Allow the agent to change the chat availability status | Gives an agent the ability to update their chat availability status and includes the following single-selectable permissions for additional restrictions: - Any status except offline: Enables agents to change their chat availability status to any status, except ‘offline’ status. - Any status: Lets agents change their chat availability status to any status. |
| View other agents | Allows an agent to view other agents. If disabled, the agent will not be able to see the names or email addresses of other agents in dropdown lists across the portal. |
| Allow the agent to change and remove profile image | Allows an agent to change or remove their profile image. |
