Managing team, roles & agent profiles

Roles decide what each teammate can do — from full control to read-only. Manage them all from one place.

The four roles

• Owner — full control, including admin.
• Admin — full admin access (settings, branding, automations, team).
• Agent — works tickets (create, reply, assign) but can't reach admin.
• Viewer — read-only; can browse tickets but not change anything.

Owners and admins reach the admin area and see every queue; agents and viewers see only their member queues (plus unrouted tickets).

Manage the team

Go to Admin → Team & Roles:

1. See every teammate with their role and current open-ticket load.
2. Change a role inline from the dropdown. Changes are audit-logged.
3. Note: you can't change your own role, which prevents accidental self-lockout.

Agent profiles

Click a teammate to open their profile at /admin/agents/{user} — a read-only view of their identity, department, queue membership, open/resolved counts, total time logged and recent tickets. It's the fastest way to gauge someone's load before you assign them more.

Agents edit their own details (name, avatar) from their profile.

Roles at a glance

Every teammate has one role, set from the dropdown on the Team page:

• Owner — full control, including billing and other owners.
• Admin — manage the workspace, team, channels and settings.
• Agent — work tickets in their queues.
• Viewer — safe, read-only visibility (great for partners or auditors).

Tips

• Give partners or auditors the Viewer role for safe read-only visibility.
• Add agents to the right queues (see Using queues & departments) — the role alone doesn't grant queue access.
• Check the profile's open-ticket count before reassigning work to balance the load.