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	Make sure to never grant this permission to your customers! Giving customers access to reporting constitutes a serious data breach, as it includes all ticket and user information across the entire system! Please also note: 1. the feature it enables is not for communicating with customers; 2. the button appears at the bottom of the sidebar; and 3. it is typically reserved for admins and supervisors.
ticket.agent	(Agent) Overviews	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.

Hint

You can assign both agent and customer roles to the same user — but you can’t assign both ticket.agent and ticket.customer permissions to the same role!

To make it work, you need two separate roles: one with ticket.agent and the other with ticket.customer.