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How to Troubleshoot an Issue – When a User Reports that they Don’t have Access to a Particular Feature

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Open Admin Centre -> Agent Module. The user’s permission for a feature can be found on the agent’s details page under the Access tab at the bottom of the page.

Agent_Access.png

If the user belongs to multiple roles, then all roles’ permissions are combined and finally, the user’s permission will be shown.

To edit permission, you need to add a user to an appropriate role. On this page, particular permission can’t be edited.

Roles_and_Permission.png

It displays the permission of the user regarding the Tickets, Contacts, Admin, Reports, and Profile.

When the user has permission for a particular feature, then the feature will be selected.

View_Contact.png

For the above screenshot, the user can view contact and contact group but cannot do the operations which are not selected.

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