Permission Reference
Quick Overview
The following 33 permissions are available in the Permissions page. Names match the UI.
Tickets and Queues
| Permission | What it Allows |
|---|---|
| Tickets Manager Show Same Queues In Queue Tab | See pending tickets from the queues assigned to you, including tickets assigned to other agents. |
| Tickets Manager Show Same Queues In Working Tab | See in-progress tickets from the queues assigned to you, including tickets assigned to other agents. |
| Tickets Manager Show No Queue In Queue Tab | See all pending tickets that have no queue, regardless of assignee. |
| Tickets Manager Show No Queue In Working Tab | See all in-progress tickets that have no queue, regardless of assignee. |
| Ticket Show All | Use the Show All Tickets filter to view tickets assigned to any agent. |
| Ticket Accept | Accept incoming tickets. |
| Ticket Return To Queue | Return tickets to the queue. |
| Ticket Resolve | Resolve and close tickets. |
| Ticket Delete | Delete tickets. |
| Ticket Transfer | Transfer tickets to another agent or queue. |
| Ticket Filter by Connection | Filter tickets by connection. |
| Ticket Pin | Pin or unpin tickets for the workspace. |
Contacts
| Permission | What it Allows |
|---|---|
| Contact View | View contacts, export contacts, and check contact import status and history. |
| Contact Create | Create contacts and import contacts. |
| Contact Edit | Update contacts. |
| Contact Delete | Delete contacts. |
| Contact View Full Phone | See full, unmasked phone numbers. |
Connections
| Permission | What it Allows |
|---|---|
| Connection View | View connections. |
| Connection Edit | Add and update connections. |
| Connection Delete | Delete connections. |
Workspace
| Permission | What it Allows |
|---|---|
| Report Log View | View and export workspace logs, chat-detail logs, and CTWA logs. |
| Profile Edit Own | Edit your own profile information. |
| Profile Edit Own Email | Edit your own email address. |
| Profile Edit Own Queues | Edit your own assigned queues. |
Content
| Permission | What it Allows |
|---|---|
| Label View | View labels. |
| Label Create | Create new labels. |
| Label Edit | Edit existing labels. |
| Label Delete | Delete labels. |
| Quick Answer Create | Create new quick answers. |
| Quick Answer Edit | Edit existing quick answers. |
| Quick Answer Delete | Delete quick answers. |
| Template Create | Create templates. |
| Template Delete | Delete templates. |