User roles and permissions

User role hierarchy

Let's start with the definition of user:

User: anyone with a Contact or Staff profile record that can create a ticket on the helpdesk. 

Contact

A contact is a user that creates tickets. They typically will be customers, employees, team members, or the general public. Contacts only have access to the help center and their own tickets. A contact who has been given group access rights to specific groups can also view tickets submitted by others assigned to that group.

Agent

An agent is help desk staff. They can view and respond to and answer tickets. By default, agents have access to all queues. Additionally, agents can be given specific queue access rights to work on tickets only in specified queues. This can be configured for each agent in Admin Settings > Agents & teams > Permissions settings under permissions. Agents cannot access the Admin settings or reports on the helpdesk.

Manager

Managers can manage Contact and Agent profile records, tickets, and business rules. Managers also have access to create or edit Knowledge Base articles. A manager can do everything an agent can do and also have access to certain settings and the Dashboard reports.

Admin

Admins have the same access as managers, and they can also change all settings of the help desk including updating the account owner's information or change plans or close the help desk.

Owner

The help desk owner is typically the person that created the Mojo Helpdesk account. This role has full permissions. They can create admin users as well. There can be only one owner for each helpdesk account.