Administrative Permissions

Administrative permissions allow users to change Helpdesk configuration and should be granted carefully.

Administrative responsibilities

Administrative access may include areas such as:

• users and agents
• teams
• roles and permissions
• channels
• automation
• SLA configuration
• customization
• integrations
• other system settings

Risk of broad access

Administrative changes can affect many users, records, or workflows at once.

A configuration mistake may also affect security or customer communication.

Separate responsibilities

Where practical, separate routine operational work from high-impact administration.

Review before changing

Before making an administrative change, understand its scope and how to validate it afterward.

Auditability

Use individual accounts so administrative actions can be attributed correctly.

Good practices

Grant administrative access only to trusted users who require it, review that access periodically, and remove it when the administrative responsibility ends.