Preset Role Descriptions
When adding users to Capacity, you'll need to assign a role. Preset roles allow you to manage access controls for your users.
Below is a breakdown of each preset role and the features it can access. You can access a table view here.
All roles with Helpdesk access can only see tickets for projects in which they are a team member.
- Admin: This role provides access to all features and functions available to an organization within the Capacity Console.
- Developer: This role may access all features excluding settings within the Capacity Console.
- Helpdesk Manager: This role provides access to all Helpdesk features.
- The Helpdesk Manager role has access to Knowledge Management and Helpdesk features.
- The HD manager has the ability to create and save custom filter views visible to the organization.
- Can access analytics.
- Helpdesk Agent: This role provides access to respond to tickets.
- The Helpdesk Agent role has access to Knowledge Management and Helpdesk features but does not have the ability to create and save custom filter views.
- Knowledge Base Manager: This role provides access to manage entire knowledge bases and sites.
- Knowledge Manager is able to create and delete knowledge bases and grant access to folders and content.
- Can access analytics.
- Knowledge Base Agent: This role provides access to view and/or edit content in knowledge bases and on sites.
- Knowledge Agent is not able to grant access to folders and content.
- Cannot delete a knowledge base.
- Live Chat Manager: This role provides access to all features in Live Chat.
- Role is equivalent to Live Chat Agent, with the addition of access to chat usage, chat feedback, and chat log analytics.
- Can access analytics.
- Live Chat Agent: This role provides access to chat with customers.
- The Live Chat agent has access to the Knowledge Base, Live Chat, and Sites.
- Survey Manager & Survey Agent: These roles may edit surveys.
- Chat User: This role provides access to concierge only. This role may not access/manage features within the Capacity Console.
- Inbox Agent: This role provides access to view and/or edit inbox content.
- Inbox Manager: This role provides access to all inbox features.
Your organization may not have access to all of the above features; please reach out to your CSM if you're interested in learning more. Some features may still be in development.