SupportBee accounts have 3 levels of user permissions: Admins, Agents, and Collaborators. While all have access to basic interface features, there are a few considerations to make when selecting or setting up an account type.
What is the difference between an agent and an admin?
An admin has a few privileges that an agent does not have. Those include:
- Ability to manage company settings
- Ability to manage users
- Ability to manage labels
- Ability to manage teams
- Ability to create, test, and delete webhooks
- Ability to manage integrations to your SupportBee
- Ability to view reports
Collaborators are special users on your account that can view tickets, replies, and comments, as well as add comments to a ticket. However, they cannot reply, assign, or trash a ticket. For more information on the collaborator role, see the details for working with collaborators.
How do I change the role of a user?
The permission to change the role of a user is restricted to the admins. While logged in as an admin from your ticketing page:
- Click on the Admin link in the top left corner of the main page
- Choose the 'Users' tab
- Click on 'Edit' for the user whose role you want to change
- Choose the appropriate role
- Click on 'Update User'