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Roles and permissions

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How do I create and manage roles?

Roles control what each agent can access and do in HappyFox Help Desk. Every agent is assigned one role, and that role's permissions determine which settings they can configure and which ticket actions they can take.
 

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​​Before you begin​Only the Account Administrator and agents with the Manage Agents permission can access Roles & Permissions.

What is a role?

A role is a named set of permissions you assign to agents. HappyFox Help Desk comes with two default roles: Administrator (full access) and Agent (standard access). You can edit these or create additional roles to match how your team is structured.

Each role has two types of permissions:
 

Permission type What it controls
Managerial Access to settings and configuration. Controls whether an agent can manage other agents, categories, automations, reports, and the knowledge base.
Ticket Level Actions on individual tickets. Controls what an agent can do once they have a ticket open, such as replying, reassigning, merging, splitting, and setting due dates.

Create a role

  1. Go to Manage > Roles & Permissions.
  2. Click the + button.
  3. Enter a Name and, optionally, a Description.
  4. On the Managerial tab, select the management permissions for this role.
  5. Switch to the Ticket Level tab and select the ticket permissions.
  6. Click Create.

​​Note​Once a role is created, you can assign it to new or existing agents. Refer to How do I add and manage agents?

Edit a role

  1. Go to Manage > Roles & Permissions.
  2. Click the role's name to open it.
  3. Update the name, description, or permissions.
  4. Click Save.

Clone a role

Cloning is useful when you need a role similar to an existing one but with a few permissions added or removed.

  1. Go to Manage > Roles & Permissions.
  2. Click the more options button (three dots) at the end of the role's row.
  3. Select Clone.
  4. HappyFox Help Desk creates a copy with the same permissions pre-selected. Rename it and adjust permissions as needed, then click Save.

Delete a role

​​Warning​Deleting a role is permanent. You will be prompted to reassign all agents currently on that role to a different role before the deletion completes.

  1. Go to Manage > Roles & Permissions.
  2. Click the more options button (three dots) at the end of the role's row.
  3. Select Delete.
  4. Choose the role to move the affected agents to.
  5. Confirm the deletion.

If you are using HappyFox Classic, refer to the Classic roles and permissions guide.

Continue reading

How do I add and manage agents?›

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