User Roles

User role hierarchy

Let's start with a definition of the word user:

User: a person using the help desk. A user could be a contact, ticket requester, a customer or an help desk agent.

Contact

A contact is a user that creates tickets. They typically are your customers, employees, team members. Contacts can only view the help center and their own tickets. Furthermore, a contact with group access can view tickets submitted by others in their group.

Agent

An agent is help desk staff. They can view and answer tickets. By default, agents have access to all queues. Additionally, agents can be given access to work on tickets only in specified queues. This can be configured in settings under permissions. Agents cannot access settings or reports.

Manager

Managers can manage people, tickets, and business rules. They can do everything an agent can do and also have access to certain settings and report.

Admin

Admins can do what managers can do and 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 is only one owner for a given help desk.