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 visit all pages, but cannot make any changes to account or respond to tickets.

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

Before you start

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
  • You can add Read-only users to your account for free if you're on the Professional or Enterprise pricing pack, paying annually, and have at least 4 regular paid users. 

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

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

While using eDesk, the Read-only user will have the option to hit the Request full access button in the top banner displayed.

This request will be sent to the account admin who, if they choose to, can convert the user into a paid user with full access to al features of eDesk.

Further Readings


To find out more about how to manage your team’s permissions, click here.

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