Roles

A role is a collection of permissions.

Manage user roles

Create a user role

1. In Settings > User Management > Roles, select + Create new.
2. Enter the role name and description.
3. Select an object, such as Ticket or Inbox, to assign permissions.
4. To restrict permissions, select + Add condition and create a custom condition.
5. To apply privileges to all subtypes of the object, select Apply to all subtypes.
6. To configure privileges for specific subtypes:
   1. In the subtype section of the object, select Add.
   2. Select the subtype to update privileges.
   3. To further restrict privileges, add a custom condition as with object roles.
7. Select Save.

Update a user role

1. In Settings > User Management > Roles, select the role to update.
2. Select Edit.
3. Update the role details.
4. Select Save.

Assign a user role

1. In Settings > User Management > Roles, select the role to assign.
2. Select Assign role.
3. To assign the role to a group:
   1. Select + Group.
   2. Search for and select the groups.
   3. Select Assign role.
4. To assign the role to a user:
   1. Select + User.
   2. Search for and select the users.
   3. Select Assign role.

You cannot assign a role to the All users group.

Manage customer roles

Create a customer role

1. In Settings > Customer Management > Roles, select + Create new.
2. Enter the role name and description.
3. Select an object, such as Ticket or Inbox, to assign permissions.
4. To restrict permissions, select + Add condition and create a custom condition.
5. To apply privileges to all subtypes of the object, select Apply to all subtypes.
6. To configure privileges for specific subtypes:
   1. In the subtype section of the object, select Add.
   2. Select the subtype to update privileges.
   3. To further restrict privileges, add a custom condition as with object roles.
7. Select Save.

Update a customer role

1. In Settings > Customer Management > Roles, select the role to update.
2. Select Edit.
3. Update the role details.
4. Select Save.

Assign a customer role

1. In Settings > Customer Management > Roles, select the role to assign.
2. Select Assign role.
3. To assign the role to a segment:
   1. Select + Segment.
   2. Search for and select the segments.
   3. Select Assign role.
4. To assign the role to a customer:
   1. Select + Customer.
   2. Search for and select the customers.
   3. Select Assign role.

You cannot assign a role to the All customers segment.