Roles and permissions

Role	Access
Admin	Full access, including billing, API, and team management. Admin permissions cannot be restricted.
Support	Inbox and customer work, with limited access to technical settings
Basic	Restricted access for viewing or basic tasks without changing core config

Role

Access

Admin

Full access, including billing, API, and team management. Admin permissions cannot be restricted.

Support

Inbox and customer work, with limited access to technical settings

Basic

Restricted access for viewing or basic tasks without changing core config

Set role permissions

Open Permissions

Go to Settings → Permissions, or open permissions.

Select a role

Edit Support or Basic. Admin cannot be restricted.

Toggle permissions and save

Changes apply immediately to everyone with that role.

Dashboard visibility is configurable today. By default, Basic users see their own metrics only unless you grant broader dashboard access.

Channel access and search

Channel restrictions apply in the inbox and in search (including Cmd+K).

Assign channels to a team

Go to Settings → Teams, or open teams. Open the team and set Manage Channel Access.

Save

Team members only see and search tickets from those channels.

Override broader access per agent when someone needs more than their team default.

If someone cannot see a page or button, check Permissions and their team’s channel access first.

Default roles