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. A more detailed breakdown can be accessed here

Admin: The admin role has access to all features. 

Developer: The developer role has access to all features with the exception of Settings.

Helpdesk Manager: The Helpdesk manager has access to Analytics, Cloud Drive, Cobrowse, Helpdesk, Knowledge Base, Session Replay, and Sites. 

Helpdesk Agent: The Helpdesk agent has access to Cloud Drive, Helpdesk, Knowledge Base, and Sites.

Knowledge Base Manager: The Knowledge Base manager has access to Cloud Drive, Helpdesk, Knowledge Base, and Sites. 

Live Chat Manager: The Live Chat manager has access to Analytics, Cloud Drive, Cobrowse, Knowledge Base, Live Chat, Session Replay, and Sites. 

Live Chat Agent: The Live Chat agent has access to Cloud Drive, Cobrowse, Knowledge Base, Live Chat, and Sites. 

Survey Manager: The Survey manager has access to Surveys and Session Replay. 

Survey Agent: The Survey agent has access to Surveys. 

Chat User: Chat users have access to the concierge only and do not have access to the Capacity Console.




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