Roles and permissions

The four roles

• Admin — everything, including billing, settings and removing people. Takes a seat.
• Agent — works the whole queue: replies, notes, triage. Takes a seat.
• Assistant — a team seat with narrower defaults, adjusted on the Permissions page. Takes a seat.
• Member — the people you support. They raise tickets and see only their own. Free and unlimited.

Adjust what each role can do

Admin center → Permissions is a matrix of actions by role. Some limits cannot be switched off: Members never see the whole queue and never see internal notes, whatever the matrix says.

Change someone's role or remove them

On Organization → Members, admins change roles and remove people. Only an admin can remove someone, and never themselves — ask another admin. The last admin cannot be demoted.

Your own settings

Settings → Personal settings holds your display name, theme (light or dark) and your own overview cards. Your sign-in itself — email, password, Google or Microsoft — is managed from the user menu in the top bar.