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Methods to control permission access for an agent

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This article explains different ways of accessing control for agents.

Ticket brand accessRestricts what brand tickets agents can view. Applicable only if multiple brands are added.
Ticket access scopeRestricts what tickets agents can view.
Roles and permissionRestricts features that agents have access to.

How to check what permission an agent has

Only agents who have access to Admin -> Agent’s module can check this. Agent access details can be found on the agent details or profile page.

To open an Agent details page, Go to Admin->Agent’s module and click the agent name to which you wish to find the details.

Agents list.png

Agents’ permission can be found on the agent profile page under the Access tab.

Agent access details.png

Ticket Access scope

Ticket access scope restricts the tickets that agents can view. The ticket access scope is classified as follows:

GlobalAgents can view all tickets.
GroupAgents can view all tickets in the group and assigned to them.
RestrictedAgents can only view tickets assigned to them.

Note : If Multiple brands are added, then this access scope applies along with Brand access permission. For example, Agents can view tickets only for brands to which they have access to.

Agent who has Global ticket access scope can view all the tickets created under the brand that the user has access to. For example, if the user has only one brand access, then he can view all the tickets created in that particular brand alone.

If the agent has Group ticket access scope, the agent has access to all tickets that have been assigned to him as well as tickets that have been created under groups in which the agent is a member.

If the agent has Restricted ticket access scope, the agent can view only tickets that are assigned to him.

Note : If a specific agent must view Unassigned tickets, then Global access should be provided.

Agent access details.png

Ticket Brand Access

Ticket Brand Access permission helps in restricting an agent to view specific brand tickets. For example, if the agent has access to only one specific brand, then he or she can access tickets for that brand.

Agent access details.png

Roles and Permissions

For restricting agent access to a specific feature or module. Roles and permissions module can be used. There are different permissions for module such as tickets, contacts, knowledge base, reports, admin, and profile. Click here to know more about agent’s roles and permission.
Custom Roles can also be created based on your organization’s needs with a specific set of permissions.

Agent's roles and permissions.png

Editing the Ticket Access Scope for an agent

Follow the steps given to edit the ticket access scope for an agent:

  1. Open the agent for whom the Ticket Access Scope is to be updated and click on the Edit Agent option.

Agent access details.png

  1. Click on the dropdown menu in ticket access scope and select the required scope for the agent to update Ticket Access Scope,

Edit agent dialog box.png

  1. Click on the Update option to update the agent Ticket Access Scope.

Editing the Ticket Brand Access for an agent

Follow the steps given to edit the ticket brand access for an agent:

  1. Open the agent for whom the Ticket Brand Access is to be updated and click on the Edit Agent option.

Agent access details.png

  1. Ticket Brand Access can be updated either by adding brands or selecting all the brands. To select all the ticket brand access, select the Can access all brand tickets check box.

Edit agent dialog box.png

  1. To select a brand access, click the dropdown menu and select the required brand access. User can also search for a brand by using the brand name.

Edit agent dialog box.png

  1. Click on the Update option to update the agent Ticket Brand Access.

Editing the Roles & Permission for an agent

Follow the steps given to edit the roles and permissions for an agent:

  1. Open the agent for whom the Roles & Permission is to be updated and click on the Edit Agent option.

Agent access details.png

  1. To update Roles, click the dropdown menu and select the required roles needed for the agent. User can also search role using the role name.

Edit agent dialog box.png

  1. Click on the Update option to update the agent Roles & Permissions.

How agents can check what access or role they are assigned using their profile page

Agents can check their own permission access in Personal Settings under Roles & Access section.

Note : Agents cannot edit their own permission access such as Roles, Ticket Access Scope, and Ticket Brand Access. For editing, the agent contact the organization admin to modify permission.

Agent info pop-up.png

Agent personal settings.png

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