Advanced access permissions

The Advanced Security add-on enables the following advanced user roles:

• Inbox Admin: Enables a user to manage the settings and configuration of selected inboxes.
  

• Restricted User: Limits a user to only be able to work on tickets assigned to them.
  

You can promote a standard user to an Inbox Admin for a particular inbox. An inbox admin can access and modify the inbox level settings like an administrator just for that particular inbox. They can add and remove users from the inbox, and make other users an inbox admin. This allows the user to manage a specific inbox without needing global admin access.

You can add Inbox Admins to an Inbox from the permission settings of the inbox.

Restricted users can only view and work on tickets that are assigned to them. A restricted user role is typically used for temporary or external team members.

What they can do:

• can search for, view, and make changes to tickets that are assigned to them
  

• can search and browse the knowledge bases for the inboxes they belong to
  

• can view and update customer records for the tickets they are working on
  

• can modify their personal preferences & notification settings
  

What they can't do:

• cannot create new tickets
  

• cannot change a customer on a ticket
  

• cannot see tickets they are not assigned to in customer history or search
  

• cannot be online for live chat or phone calls (as they cannot assign themselves to a ticket)
  

• cannot make any changes to the knowledge base articles
  

• cannot manage any inbox resources
  

• cannot view reports