Agent Permissions

Note

The permissions listed on this page grant access to features that have to be enabled or configured system-wide in the Admin Panel first.

Agent permissions are shown in the middle of the New Role dialog…

…and give users access to new sidebar tabs for communicating with customers.

Permission name	Give access to	Note
chat.agent	Customer Chat	Requires configuration of Chat Channel
cti.agent	Caller Log	Configuration of a CTI integration is required
knowledge_base.editor	Create/edit privileges	Editor permissions always include reader permissions.
knowledge_base.reader	Read privileges for internal content	Public articles are always visible. See here how to set up granular reader permissions for the knowledge base. Keep in mind that this may be dangerous, as reader permission provides access to internal answers!
report	Reporting (user docs)	Make sure to never grant this permission to your customers because it includes all ticket and user information across the entire system! Consider setting up a new role for your admins or supervisors and limit the access via Report Profiles and Reporting first.
ticket.agent	Access to overviews and tickets.	See notes below

Note

🤔 What about this table under the permissions tree?

Roles can also include group permissions! The group permission table is shown when there is more than one active group in the system and ticket.agent permission is selected.