Support  Support Agents  Agent Roles

Agent role is set capabilities for the agents associated with it. By default, there are two roles installed as follows:

  • Administrator – Has all possible capabilities.
  • Agent – Has limited capabilities.

Before we discuss each capability in detail, let us understand where they are applicable:

  • Unassigned – Tickets that are not assigned to any agent or agent group.
  • Assigned to me – Tickets assigned to the current agent.
  • Assigned to others – Tickets assigned to agents other than the current agent but not unassigned.

Let’s understand each capability one by one. Add-ons may add their capabilities to the role, which we will discuss in the add-on’s documentation.

View Tickets

As the name suggests, it controls read permission for applicable tickets. Please note that if the agent creates the ticket, he will get read permission by default, even if it is not applicable by role settings.

Reply Tickets

As the name suggests, it controls whether or not an agent can reply to the applicable tickets. Please note that if the agent creates the ticket, he will get this permission by default, even if it is not applicable by role settings.

Private Notes

It controls whether or not an agent can submit or read private notes to the applicable tickets.

Assign Agents

It controls whether or not an agent has assigned agent permission for applicable tickets.

Change Status

It controls whether or not an agent can change the ticket status for applicable tickets. It includes status, category, and priority.

Change Ticket Fields

It controls whether or not an agent can update ticket fields for applicable tickets.

Change Agent only Fields

It controls whether or not an agent can update agent-only fields for applicable tickets.

Change Raised By

It controls whether or not an agent can update the ticket owner/creator of applicable tickets.

Modify Additional Recipients

It controls whether or not an agent can update the additional recipients of applicable tickets. Please note that the ticket owner/creator always has this capability. That means if the ticket is created by an agent, regardless of whether or not this capability allows him to change additional recipients, he can always do that.

Edit Thread

It controls whether or not an agent can edit/update the threads of applicable tickets.

Delete Thread

It controls whether or not an agent can delete the threads of applicable tickets.

View Logs

It controls whether or not an agent can view the logs of applicable tickets.

Delete Ticket

It controls whether or not an agent can delete applicable tickets. In addition, the same capability is used to check whether or not an agent can restore the applicable deleted tickets.

Other permissions

Below are some other permissions than tickets:

  • WP Dashboard access – This allows an agent to access the WordPress dashboard. If not set, the agent cannot view tickets in the dashboard section. In this case, he can only access tickets from the front end.
  • Create ticket on others behalf – This allows an agent to create tickets on others’ behalf.
  • Deleted filter access – This allows agents to access Deleted filter on the ticket list. Without this, there is no other way for agents to see the list of deleted tickets in the ticket list.
  • Edit customer info – This allows an agent to update customer info in an individual ticket.
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