User Roles and Permissions
Roles and permissions govern who can access and manage tickets. The system uses role-based access control (RBAC) to ensure that users have the appropriate level of access.
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User Roles:
- Administrator: Full access to all tickets, settings, and workflows.
- Support Agent: Can create, edit, assign, and resolve tickets.
- Customer: Can view and update their own tickets.
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Permissions: Permissions control the ability to perform specific actions:
- View Tickets: Allows users to view ticket details.
- Create Tickets: Users can create new tickets.
- Edit Tickets: Users can modify ticket information.
- Delete Tickets: Allows users to delete tickets (soft delete).
- Assign Tickets: Ability to assign tickets to other users or departments.
Roles and permissions can be configured to match your organization's structure, ensuring secure access to ticket-related data.