Roles and Permissions Overview

Roles and permissions control what users can see and do in the Helpdesk.

They form an important part of the Helpdesk security model and should be configured according to each user's real responsibilities.

Roles

A role represents a defined set of permissions associated with a type of Helpdesk user or responsibility.

Different users may require different levels of access even when they belong to the same team.

Permissions

Permissions determine whether a user can perform supported actions such as viewing, creating, editing, administering, or otherwise working with records and configuration.

Team context

Record access may also depend on team membership and storage or access scope.

Administrative access

Administrative permissions should be limited to users who genuinely need to configure or manage the Helpdesk.

Good practices

Apply least privilege. Give users the access required to perform their work, and review permissions whenever their responsibilities change.