Sometimes people from outside your support team, such as managers and colleagues from other functions of the business might want to access eDesk to look around without necessarily needing to respond to tickets or change settings.

That’s why we’ve created Read-only users. Read-only users can log in to eDesk just like normal users, and view the Maibox, but they cannot respond to tickets or access any Insights, Smart Tools or AI features.

This help file will guide you through setting up Read-Only users in your eDesk account.

Before you start

• You can add Read-only users to your account for free once you have more than 4 paid users on your account. They will have limited access and will not be able to respond to tickets.

01 How to add Read-only users

Once you have 4 paid users on your account, you’ll have the option to invite a Read-only user on the Invite team member page.

Access the Invite team members page by going to Settings → Users → Invite users.

Then add the email address of the person you want to invite and select the Read-only option.

02 What can Read-only users do/see?

Inside a ticket, the user can read messages, notes and ticket information but cannot make changes. You can see that there are options removed. Read-Only users cannot:

• Reply

• Leave a note

• Snooze

• Change ticket type

• Assign owner or mention agent

• Assign/change tag

• Mark as favourite, priority, spam

• Add custom field information
• Access the Insights page
• Access AI pages
• Access Smart Tool features
   

​​​​03 Converting a Read-only user into a paid user

If a Read-only user wants to access other areas of eDesk or reply to a ticket, they will need to ask the Admin of their account to upgrade their Role in eDesk.

Further Reading

Interested in learning more about creating custom roles in eDesk? Click here.