Create a custom role

ChaosDesk has two built-in roles, Agent and Light agent. They are read-only. On Pro and Enterprise you can create your own roles, for example a team lead or a compliance analyst.

Create a role

1. Open Admin Center, People, Roles and choose New role. To start from an existing role, choose Duplicate in its actions.
2. Enter a Name and a Description.
3. Under Ticket access, choose which tickets the role sees: All tickets, Tickets in their groups (plus tickets they requested), or Tickets assigned to them.
4. Turn on the Permissions the role needs, grouped as Tickets, People, Content & reporting, Channels and Admin areas.
5. Check Effective permissions on the right: it shows what agents on this role can do, worked out by the server exactly as on save.
6. Choose Create role.

Permissions you can set

• Tickets: edit properties, reply publicly, be assigned tickets, merge, bulk edit, edit tags by hand, delete, view deleted tickets, redact content, side conversations, assign to any group.
• People: edit customers, manage end users, edit organizations, manage groups, manage user fields.
• Content & reporting: personal, group or all shared macros and views, export views, view or edit reports, help centre editing, reviewing and publishing, dynamic content.
• Admin areas: business rules, ticket fields, ticket forms, see skipped tickets.
• Channels: serve chats, manage Facebook pages.

Give the role to agents

Open Admin Center, People, Team members, edit the person and pick the role under Permissions role. The role list shows how many agents use each role.

If you delete a role, its agents fall back to the default Agent permissions.

Roles from Zendesk

Custom roles imported from Zendesk keep their settings. Settings that are admin-only in ChaosDesk are listed in the editor.

Related

• Roles and permissions
• Manage team members