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Channel Access & Ticket Search Permissions

If your team's access is limited to specific channels, ArminCX ensures those restrictions also apply when searching for tickets — not just in the inbox view.

🔎 Why this matters

  • Team members only see tickets from the channels they're permitted to access

  • Search results (Cmd+K / quick search) are filtered by channel permissions

  • No accidental access to tickets from other teams or inboxes

  • Admins retain full control — with override options per agent and per role

🫵 How channel permissions work

  • Each team can be assigned specific channels (e.g. only E-Mail, only WhatsApp)

  • Members of that team will only see tickets from those channels — in their inbox view and in search

  • If an agent needs broader access, this can be overridden individually

⚙️ How to set it up

1. Assign channels to a team

a) Go to Settings → Teams

b) Select the team you want to restrict, or click Create Team + to set up a new

c) Under Manage Channel Access, assign only the channels this team should have access to

d) Save. Members of this team will now only see and search tickets from those channels. ✅

2. Override permissions per agent or role (optional)

In the Settings → Role Permissions section, you can manage and adjust the permissions of users in the system. Here you can define what different user types are allowed to access and control within the platform.

Within these settings, you can differentiate between Basic Users and Support Users. This allows you to control how much visibility and access each user has, especially when it comes to dashboard analytics and metrics.

By default, basic agents can only see their own metrics in the dashboard. They do not have access to the full dashboard statistics or overall team performance data.

Using Role Permissions, administrators can adjust these settings and decide:

  • which users can access full dashboard insights

  • which users are limited to their own performance metrics

This makes it possible to control dashboard visibility more precisely and ensure that users only see the data relevant to their role.

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