Roles and permissions
What owners, admins, supervisors, agents, reviewers and viewers can do in Helpdesk, plus the developer and marketer roles for Reach.
Last updated
Open in MailnitioEvery member of a workspace has one role. Owners and admins set roles in Settings then Members and roles, when they invite someone or later from the Role column. Give each person the least access they need.
Helpdesk roles
| Role | What they can do |
|---|---|
| Owner | Everything an admin can do, and manage other owners. The person who creates the workspace is an owner |
| Admin | Manage settings, mailboxes, categories, teams, routing, Autopilot reply settings and members |
| Supervisor | Work and assign tickets, review and correct Autopilot decisions, and edit the knowledge base and canned responses |
| Agent | Work tickets: reply, add notes, assign, change status and priority |
| Reviewer | Check and correct Autopilot decisions in Needs review, and work tickets |
| Viewer | Read tickets and reports; cannot reply or change anything |
Who can change what
| Area | Who can change it |
|---|---|
| Members, invitations and roles | Owners and admins |
| Mailboxes and connections | Owners and admins |
| Categories, teams, routing and escalation | Owners and admins |
| Autopilot reply settings | Owners and admins |
| Email simulator and data sources | Owners and admins (only they see these pages) |
| Knowledge base and canned responses | Owners, admins and supervisors |
| Needs review: approve and correct | Owners, admins, supervisors and reviewers |
| Replying to tickets | Owners, admins, supervisors, agents and reviewers |
Pages and buttons a role cannot use are hidden or read-only, with a note saying who to ask.
Reach roles
| Role | What they can do |
|---|---|
| Marketer | Create and edit campaigns, audiences and templates |
| Developer | Manage sending domains |
Owners and admins can do both.
Two-factor authentication
Owners and admins must use two-factor authentication, and cannot turn it off. Every other member can turn it on in Settings then Security. The Two-factor column in Members and roles shows who has it on.
Remove a member
Owners and admins can remove a member from the members list. They lose access straight away, their open tickets become unassigned and they leave every team. The change is recorded in the audit log.
Still stuck? Contact us and tell us what you are trying to do. We reply within one working day.