We’ve added 3 new user roles enabling you to have a better control on what your team members can access and do. We have also renamed the role Agent to Lead agent.

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Here are the permissions associated with each role:

  • Observer agent: Able to view customers, tickets and send internal notes.
  • Lite agent: Able to modify customers, tickets and send messages.
  • Basic agent: Able to modify customers, tickets, send messages and perform integrations-related actions.
  • Lead agent (previously Agent): Able to manage customers, tickets, tags, send messages and perform integrations-related actions.
  • Admin: Able to manage everything. (billing info, users, integrations, rules, tickets, customers, etc…)

See more details in our documentation.

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