Agent Permissions In The JS Help Desk!

Permissions

The Agent Permissions feature in JS Help Desk is a robust system that enables administrators to define and control the capabilities of each agent within the help desk environment. This flexibility ensures that every team member is given access to only those features and actions necessary for their specific role.

Department Section

At the top of the permission screen, we see the list of departments that exist in the system. We begin with the Department Section, where an agent can be assigned to one or multiple departments, such as Support, IT, and Finance. This assignment directly affects which tickets the agent can view and manage.

For example, if “John Wick” is assigned to the Support and IT departments, he can only work on tickets from these departments. This is especially helpful for large organizations with multiple departments operating independently.

Ticket Section

Next, the Ticket Section is where most of the action happens. This section governs the agent’s ability to interact with support tickets in various ways.

Add Ticket

This permission controls whether the agent can add tickets or not.

Edit Ticket

This permission controls whether the agent can edit a ticket or not.

Close Ticket

This permission controls whether the agent can close the ticket or not.

Reopen Ticket

This permission controls whether the agent can reopen a ticket or not.

Reply Ticket

This permission controls whether the agent can reply to a ticket or not. Enabling “Reply Ticket” allows agents to communicate directly with the user on ticket threads.

Assign Ticket To Agent

This permission controls whether the agent can assign a ticket to another agent or not.

Ticket Department Transfer

This permission controls whether the agent can transfer a ticket to another department or not.

Mark Overdue

This permission controls whether the agent marks the ticket as overdue or not.

Mark In Progress

This permission determines whether the agent can mark the ticket as in progress.

Change Ticket Priority

This permission determines whether the agent can change the ticket priority.

Unban Email

This permission controls whether the agent to unban a ticket email or not.

Delete Ticket

This permission determines whether the agent can delete the ticket.

Ban Email and Close Ticket

This permission controls whether the agent to ban email and also close the ticket or not.

Lock Ticket

This permission determines whether the agent can lock a ticket.

Attachment

This permission controls whether the agent to attach the files to the ticket form or not.

Post Internal Note

This permission controls whether the agent to use the post’s internal note or not.

Due Date Ticket

This permission controls whether the agent replies to a due date ticket or not.

View Ticket

This permission determines whether the agent can view the ticket.

Release Ticket

This permission controls whether the agent releases a ticket or not.

New Ticket Notification

This permission controls whether the agent gets a new ticket notification or not.

Print Ticket

This permission determines whether the agent can print the ticket.

All Tickets

This permission determines whether the agent can view all tickets.

Edit Own Time

This permission determines whether the agent can edit the won time.

View Feedback

This permission determines whether the agent can view feedback.

Ticket Merge

This permission determines whether the agent can merge a ticket.

View Credentials

This permission determines whether the agent can view user credentials.

Delete Credentials

This permission determines whether the agent can delete user credentials.

Edit Credentials

This permission determines whether the agent can edit user credentials.

Add Credentials

This permission determines whether the agent can add user credentials.

Mark Non Premium

This permission controls whether the agent marks non-premium or not.

Link To Paid Support

This permission controls whether the agent links to paid support or not.

Export Ticket

This permission determines whether the agent can export a ticket.

Change Ticket Status

This permission determines whether the agent can change the ticket status.

Agent Section

Add Role

This permissions control agent can add a role or not.

Assign Role Permission

This permission controls whether the agent assigns role permissions or not.

Edit Role

This permissions control agent can edit a role or not.

Assign Role To User

This permissions control agent can assign a role to the user or not.

Add User

This permissions control agent can add a user or not.

Edit User

This permissions control agent can edit the user or not.

Assign User Permission

This permission controls whether the agent assigns user permissions or not.

Add Department

This permission controls whether the agent can add a department or not.

Edit Department

This permission controls whether the agent can edit the department or not.

Delete Department

This permission controls whether the agent can delete a department or not.

View Department

This permission controls whether the agent can view the department or not.

Delete Role

This permission determines whether the agent can delete a role or not.

Delete User

This permission determines whether the agent can delete the user or not.

Mail to Agent

This permission determines whether the agent can mail to agent or not.

View Role

This permission determines whether the agent can view the role or not.

View User

This permission determines whether the agent can view the user or not.

View Agent Reports

This permission determines whether the agent can view agent reports or not.

View Department Reports

This permission determines whether the agent can view department reports or not.

Edit Time

This permission determines whether the agent can edit the time or not.

Edit Reply

This permission determines whether the agent can edit the reply or not.

Knowledge Base Section

Add Category

This permission controls whether the agent can add a category or not.

Add Knowledge Base

This permission determines whether the agent is allowed to add knowledge base.

Edit Category

This permission determines whether the agent is allowed to edit a category.

Edit Knowledge Base

This permission determines whether the agent is allowed to edit the knowledge base.

View Category

This permission determines whether the agent is allowed to view the category.

View Knowledge Base

This permission determines whether the agent is allowed to view the knowledge base.

Delete Category

This permission determines whether the agent is allowed to delete a category.

Delete Knowledge Base

This permission determines whether the agent is allowed to delete a knowledge base.

FAQ Section

Add FAQ

This permission determines whether the agent is allowed to add an FAQ.

Edit FAQ

This permission determines whether the agent is allowed to edit the FAQ.

View FAQ

This permission determines whether the agent is allowed to view the FAQ.

Delete FAQ

This permission determines whether the agent is allowed to delete the FAQ.

Download Section

Add Download

This permission determines whether the agent is allowed to add a download.

Edit Download

This permission determines whether the agent is allowed to edit the download.

View Download

This permission determines whether the agent is allowed to view the download.

Delete Download

This permission determines whether the agent is allowed to delete the download.

Announcement Section

Add Announcement

This permission determines whether the agent is allowed to add an announcement.

Edit Announcement

This permission determines whether the agent is allowed to edit the announcement.

View Announcement

This permission determines whether the agent is allowed to view the announcement.

Delete Announcement

This permission determines whether the agent is allowed to delete the announcement.

Mail Section

Allow Mail System

This permission determines whether the agent is allowed to mail system.

Help Topic Section

Add Help Topic

This permission determines whether the agent is allowed to add a help topic.

Edit Help Topic

This permission determines whether the agent is allowed to edit the help topic.

View Help Topic

This permission determines whether the agent is allowed to view the help topic.

Delete Help Topic

This permission determines whether the agent is allowed to delete a help topic.

Canned Response Section

Add Canned Response

This permission determines whether the agent is allowed to add a canned response.

Edit Canned Response

This permission determines whether the agent is allowed to edit the canned response.

View Canned Response

This permission determines whether the agent is allowed to view canned responses.

Delete Canned Response

This permission determines whether the agent is allowed to delete a canned response.

AI Reply Section

Use AI-Powered Reply Feature

Allows agents to view and insert AI-suggested replies.

Set AI Reply Mode for Ticket

Grants permission to configure the AI mode for the entire ticket.

Set AI Reply Mode for Reply

Let’s agents manage AI inclusion settings for specific replies.

Limit AI Replies to Agent-Assigned Tickets

Restricts agents to view AI suggestions only from tickets assigned to them, preventing access to replies from unrelated or unassigned tickets.

The ability to toggle each permission ensures tailored access. For bulk updates, a Select/Deselect All checkbox is available for each section. After configuring permissions, clicking the Save Permissions button finalizes the settings and applies them to the selected agent.

This video is helpful for a better understanding.