Roles and permissions

Ownership and visibility for support staff and customers.

Permissions

Summarised from the authored role permissions. Scope restrictions such as “own records” still apply; these symbols do not indicate completeness or runtime access.

TableSupport ManagerAgent L1Agent L2Customer
master
Agents Manage / maintain: Manage Tickets, Queues and Agents in owned teamsNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
Queues Manage / maintain: Manage Tickets, Queues and Agents in owned teamsNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
SLAPolicies Specific actions: Approve submitted SLAPolicies prepared by another actorNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
KBArticlesNo table-specific permission statedNo table-specific permission stated Manage / maintain: Maintain internal KBArticlesNo table-specific permission stated
transaction
Tickets Manage / maintain: Manage Tickets, Queues and Agents in owned teamsNo table-specific permission statedNo table-specific permission stated Specific actions: Create Tickets for authenticated self
EscalationsNo table-specific permission stated Specific actions: Create Escalations to eligible L2 or Support ManagerNo table-specific permission statedNo table-specific permission stated
  • Support ManagerApply reasoned priority changes without rewriting episode targetsReassign within owned queuesRun team-scoped reportsCannot remove historical breaches, impersonate customers or approve own policy changes
  • Agent L2Agent L1 access within assigned scopeCannot grant customer access or approve service-policy changes
  • CustomerReopen own resolved tickets within the configured window
Manage / maintain View Specific actions— No table-specific permission statedPermissions also apply to agents

The roles

Support Manager

Owns staffing, queue health and service policy within assigned teams.

Permissions and screens
  • Manage Tickets, Queues and Agents in owned teams
  • Apply reasoned priority changes without rewriting episode targets
  • Reassign within owned queues
  • Review Escalations
  • Acknowledge SLABreaches with a reason
  • Approve submitted SLAPolicies prepared by another actor
  • Run team-scoped reports
  • Cannot remove historical breaches, impersonate customers or approve own policy changes
Resolution ScheduleOpen
Episode NumberTicketStart TimeEnd Time
Service Policy ApprovalSubmitted
Policy CodeNamePriorityVersion
Medium
SLA Breach RiskNew
Ticket NumberCustomerPriorityAssignee
Medium
Agent L1

Works assigned support requests and escalates specialist questions.

Permissions and screens
  • Read and update assigned Tickets except protected priority, identity, owner and clock fields
  • Add TicketComments and TicketAttachments on assigned tickets
  • Create Escalations to eligible L2 or Support Manager
  • Read active KBArticles and link them through audited actions
  • Add TicketTags
  • Cannot view unassigned tickets' internal notes, change SLAPolicies or reassign outside the authorized queue
My Open TicketsNew
Ticket NumberSubjectCustomerPriority
Medium
SLA Breach RiskNew
Ticket NumberCustomerPriorityAssignee
Medium
Ticket BoardNew
Ticket NumberSubjectAssigneePriority
Medium
Agent L2

Works specialist assignments and accepts escalations in the assigned team.

Permissions and screens
  • Agent L1 access within assigned scope
  • Accept Escalations directed to self
  • Reassign Tickets within own team
  • Acknowledge own-ticket SLABreaches without changing historical outcomes
  • Maintain internal KBArticles
  • Cannot grant customer access or approve service-policy changes
Resolution ScheduleOpen
Episode NumberTicketStart TimeEnd Time
My Open TicketsNew
Ticket NumberSubjectCustomerPriority
Medium
SLA Breach RiskNew
Ticket NumberCustomerPriorityAssignee
Medium
Customer

Uses a lightweight portal to open and follow their own requests.

Permissions and screens
  • Create Tickets for authenticated self
  • Read own Tickets through a public field allowlist
  • Add public TicketComments and TicketAttachments to own tickets
  • Respond once to own eligible CSATSurveys
  • Reopen own resolved tickets within the configured window
  • Cannot set Customer to another principal, read internal notes or attachment URLs, view TicketActivityLog, alter routing or grant portal access
Customer Ticket History
Ticket NumberSubjectPriorityStatus
Medium

How permissions work

Internal roles are scoped through ticket assignment or owned teams; customers require verified identity and active portal access to their own public records. The same checks cover queries, exports, notifications and direct attachment downloads. Admin prepares service policy; a distinct Support Manager approves the unchanged submission. Internal notes, article links and diagnostic resolution fields remain private.

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