SupportBee accounts have 3 levels of user permissions: Admins, Agents, and Collaborators. While all have access to basic interface features, there are a few considerations to make when selecting or setting up an account type.
Agent versus admin roles
An admin has a few privileges that an agent does not have. Those include:
- Ability to manage company settings
- Ability to manage users
- Ability to manage labels
- Ability to manage teams
- Ability to create, test, and delete webhooks
- Ability to manage integrations to your SupportBee
- Ability to view reports
Collaborators
Collaborators are special users who can view tickets, replies, and comments, as well as add comments to a ticket. However, they cannot reply, archive, trash, or assign a ticket.
This role is useful when your support agents need input from other departments. For example, a ticket might need input from a developer or a member of the sales team. Making them a collaborator gives them the ability to add comments without needing full ticket management access.
Collaborators see a simplified interface, showing only tickets and comments without unnecessary options.
Note that collaborator activity is not reflected in the reports section.
Adding collaborators
You can add collaborators using the same method as adding agents. While logged in as an admin:
- Select Admin from the upper left-hand menu
- Select Users from the left side menu
- Select Add new user or select an existing user to modify their role
- Select the Role dropdown and choose Collaborator
- Select Update
Changing user roles
The permission to change the role of a user is restricted to admins. While logged in as an admin from your ticketing page:
- Click on the Admin link in the top left corner
- Choose the Users tab
- Click on Edit for the user whose role you want to change
- Choose the appropriate role
- Click on Update User