Keep ticket preparation, independent review and customer administration within their intended responsibilities.
Prepare assigned tickets, account-support links and attachments. Use the guarded actions for response evidence and protected transitions.
Independently review eligible revisions and investigate operation evidence through the authorized actions. Read access to the queue does not replace command authority.
Read the permitted ticket, review and receipt history without performing operating decisions.
Maintain customers, organizations and team memberships. That responsibility does not provide operational approval authority.
Maintain user accounts and access setup, with operational decisions remaining under the designated service roles.
| Role | Customer Context | Ticket Intake | Responses and Waiting | Account Support Links | Resolution and Reopening | Evidence and Reconciliation |
|---|---|---|---|---|---|---|
| Service Agent | View | Edit | Edit | Edit | Edit | Edit |
| Service Supervisor | View | View | View | View | View | View |
| Auditor | View | View | View | View | View | View |
| App Administrator | Edit | Edit | — | Edit | — | — |
| Admin | View | View | — | View | — | — |
Prepare assigned support records; guarded workflows own protected transitions.
Starts on: Support Link Drafts
Independently review eligible revisions and reconcile evidence through guarded actions.
Starts on: Support Link Drafts
Read scoped evidence and reports only.
Starts on: Support Link Review Queue
Maintain organizations, memberships and customers without operational approval authority.
Starts on: Active Customers
Maintains application user accounts and access setup without granting operational review authority through that responsibility.
Start free, then use Proto to change fields, steps and approvals before your team goes live.