List of Account Level Management Permissions in Service Desk

Account Settings Permissions

1. Manage Account Settings
This permission will allow the user to make changes to the Account Settings like Company Name, Timezone, Language, Country code and other personalization settings of the service desk account.

Agents Permissions

1. Manage Agents in the Account
This permission will allow the user to access the Agents module under Service Desk > Manage. They will be able to do the following actions,

• Add or Create new Single or Multiple agents or Agents from Google Workspace
• Edit Agent profile
• Deactivate Agents
• Approve Pending Agent Requests from SSO
• View Agent activity or updates on various Incidents and Service Requests.

2. Unlock Agents
This permission will allow the user to unlock agent accounts which are temporarily locked due to multiple password attempts. 

3. Manage Agent Password
This permission will allow the user to reset the service desk account password of an agent.

4. Manage Roles and Permissions
This permission will allow the user to

• Access Roles and Permissions module under Service Desk > Manage
• Create, Edit and Delete Account level and Team level roles
• Access the list of permissions available for all the service desk modules.

Apps Permissions

1. Manage Apps Settings
This permission will allow the user to

• Access the Apps module in Service Desk.
• Manage and Configure integration of service desk with any of the apps available.
• Remove or Disable integration of the service desk with any of the apps available.

Automate Permissions

1. Manage Work Schedules
This permission will allow the user to 

• Access the Work Schedules module under Service Desk > Automate.
• View, Create, Edit and Delete Work Schedules configured within Service desk.

Channels Permissions

1. Manage Channels
This permission will allow the user to

• Access the Email Channels module in Service Desk > Manage > General Settings section
• View, Create, Edit, and Delete Email Channels configured within Service Desk
• Will be able to view Fallback Settings, Email Archival and Ticket Threading Preferences tabs. But only an Account Admin can make changes to these settings under Email Channels.

Data Privacy Permissions

1. Manage Automatic Contact Deletion
This permission will allow the user to 

• Access Data Privacy module under Service Desk > Manage > General Settings section.
• Configure Data Redaction and Deletion policies in Service Desk.

Multi Team Management Permissions

1. Create Incidents in unassociated Teams
This permission will allow the user to create incidents in the teams to which they are NOT associated.

2. Create Service Requests in unassociated Teams
This permission will allow the user to create service requests in the teams to which they are NOT associated.

3. Create a new Team
This permission will allow the user to create a new team under Manage > Teams.

4. Manage all Teams
This permission will allow the user to 

• Access the Teams module under Service Desk > Manage.
• Manage, Create, Edit and Delete all the teams within Service Desk.
• Associate Agents to a Team.
• Create Assignment Groups within a team and Associate Agents to the group.

Notifications Permissions

1. Manage Account Notifications
This permission will allow the user to 

• Access the Notifications module under Service Desk > Manage.
• Access System, Incident and Service Request Notifications.
• Enable or Disable the notifications.
• Customise the templates of the various notifications available by default.

Requesters Permissions

1. View Requester Tab
This permission will allow the user to view and access the Requester module under Service Desk > Manage.

2. Create Requesters
This permission will allow the user to create requesters within Service Desk.

3. Edit Requesters
This permission will allow the user to edit requesters within Service Desk.

4. Delete Requesters
This permission will allow the user to delete requesters within Service Desk.

5. Edit Unassociated Requesters
This permission will allow the user to edit unassociated requesters within Service Desk.

6. View Unassociated Requesters
This permission will allow the user to view unassociated requesters within Service Desk.

7. Delete Unassociated Requesters
This permission will allow the user to delete unassociated requesters within Service Desk.

8. Unlock Requesters
This permission will allow the user to unlock requester accounts which are temporarily locked due to multiple password attempts. 

9. Manage Requesters Password
This permission will allow the user to reset the account password of a requester.

10. Export Requesters
This permission will allow the user to export the requesters from the Service desk > Manage > Requesters Listing page.

11. View Requester Groups Tab
This permission will allow the user to view the Requester Groups module under Service desk > Manage > Requester Groups.

12. Manage Requester Groups
This permission will allow the user to manage, create, edit and delete Requester groups within Service desk under Manage > Requester Groups.

13. View Unassociated Requester Groups
This permission will allow the user to view the unassociated Requester groups within Service Desk.

Security Permissions

1. Manage Security Settings
This permission will allow the users to

• Access the Security module under Service Desk > Manage.
• IP Restrictions - Configure IP restrictions for accessing Service Desk Agent portal.   
• Password Policy - Configure and customise the password policy for requesters, agents and admins.
• Session Security - Configure the session timeout for all agents in Service Desk.
• Two Factor Authentication - Enforce 2FA for all the agents accessing Service Desk.
• Knowledge Base - Configure or Allow potentially unsafe content (such as HTML, scripts and embed codes) in Knowledge Base articles.
• Content Security Policy - Configure the content security policy for your Service Desk Agent Portal and Support center.

Support Center Permissions

1. Customise look and feel of Support Center pages
This permission will allow the user to 

• Access the customise module within Main Menu > Support Center > Look & Feel.
• Customise the look and feel of the Home page, Login page, Create Incident page and Knowledge Article page.
• Customise the Font and Colors in Support Center.

 
2. Manage Support Center settings
This permission will allow the user to view and access the Support Center module in Service Desk.

3. Perform SEO customisation changes in Support Center pages
This permission will allow the user to configure SEO settings for the Support Portal.

4. Manage Requester Portal Preferences
This permission will allow the user to configure the Support Portal preferences. 

5. Manage Support Center GDPR Settings
This permission will allow the user to configure if GDPR consent needs to be displayed in the Create new Incident and Service Request form.

6. Manage Support Center Login Settings
This permission will allow the user to set up the landing page and KB visibility for requesters before login.

Ticket Setting Permissions

1. Manage All Custom Fields
This permission will allow the user to

• Access the Incident and Service Request tabs under Service Desk > Manage > Custom Fields where the custom fields for the respective ticket types are configured
• Manage, view, create, edit and delete custom fields

2. Manage Requester Custom fields
This permission will allow the user to

• Access the Requester tab under Service Desk > Manage > Custom Fields where the custom fields of Requesters can be configured.
• Manage, view, create, edit and delete requester custom fields.

3. Manage Requester Group Custom fields
This permission will allow the user to

• Access the Requester Group tab under Service Desk > Manage > Custom Fields where the custom fields of Requester Groups can be configured.
• Manage, view, create, edit and delete requester group custom fields.

4. Manage Priorities
This permission will allow the user to configure and customise the priorities within Service Desk > Manage > Priority.

5. Manage All Tags
This permission will allow the user to configure the ticket and knowledge base tags within Service Desk > Manage > Tags.