All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk.

It’s easy to adjust these roles within eDesk, and we offer both standard roles, which you can use out-of-the-box, and custom roles, which you can fit your team’s needs.

This help file will guide you through each role permission in eDesk, so that you can give your teammates the right permissions for their jobs. 


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.
 

To view the roles that you can assign to users, and inspect the permissions for a role, open the Roles page by going to Settings → Company Settings → Roles.  To find step-by-step instructions together with an overview of the roles in eDesk, click here.
In the Role Details tab, you can see that each permission has a checkbox. If it's ticked, then the user has this permission. 

Note: Your eDesk plan determines which permissions are included in the Role Details tab.

01 Smart Tools

The permissions in the Smart Tools section give users the ability to manage Smart Tools. If the role does not have a tick in the checkbox for permission, then the associated Smart Tool will be missing from the Smart Tools section in their Settings → Company Settings page.
The permissions prevent users from managing Smart Tools; they can still use Smart Tools in eDesk, e.g., assign Tags to tickets, where another user (with the appropriate Smart Tool permission) created the Tag. The permissions in the Smart Tools section are:

  • Message rules
    View, create, edit, delete Message rules. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Templates
    View, create, edit, delete Templates. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Feedback
    View, create, edit, delete Feedback. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Custom fields
    View, create, edit, delete Custom fields. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Tags
    View, create, edit, delete Tags. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • AI settings
    View, create, edit, remove AI settings. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Company snippets
    View, create, edit, delete Company snippets. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Widgets
    View, create, edit, delete Widgets. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Invoice templates
    View, create, edit, delete Invoice templates. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

02 Mailbox Settings

The permissions in the Mailbox Settings section give users the ability to add and manage Channels, Integrations, Shipping, and delivery settings for the Mailbox. If the role does not have a tick in the checkbox for permission, then the associated Mailbox setting will be missing from their Mailbox section in the Settings → Company Settings page.

The permissions prevent users from configuring the Channels, Delivery, Shipping, and Integrations; they can still use these features in their Mailbox. The permissions in the Mailbox Settings section are:

  • Channels
    View, create, edit, delete Channels. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Integrations
    Ability to set an API key to integrate other Marketplaces with eDesk.
    Available to the standard role Admin, as well as custom roles.

03 Company Settings

The permissions in the Company Settings section give users the ability to update company information, manage users, manage roles and payments. If the role does not have a tick in the checkbox for a permission, then the associated setting will be missing from their Company Settings section on the Settings → Company Settings page.
The permissions in the Company Settings section are:

  • Company
    View, create, edit, delete Company settings, such as Business Hours, Mailbox signatures, VAT numbers etc. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Users
    View, invite, edit internal users. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Roles
    View or copy roles. To find out more, click here
    Available to the standard role Admin, as well as custom roles.

  •  Billing
    View and configure subscriptions and receipts. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.


04 Dashboard

The permissions in the Dashboard section control which tabs and menu items are shown on the dashboard for users with that role. If a permission is not ticked in this section, then the associated menu item or tab is not displayed on the dashboard.

If a user has no dashboard permissions ticked, then the Dashboard tab will not be displayed in the top navigation menu.

The permissions in the Dashboard section are:

  •  Orders
    Orders
    is displayed in the left-hand menu in the Dashboard.
    Click to open the Orders page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Mailbox | Overview
    Overview
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Overview page. To find out more, click here.
    Available to the standard roles Admin, Team Leader, and Agent as well as custom roles.

  •  Mailbox | Tickets
    Tickets
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Tickets page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Mailbox | Pre-Sales
    Pre-Sales
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Pre-Sales page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Mailbox | ResponseTime
    Response Times
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Response Times page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Mailbox | Team
    Team
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Team page. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  •  Mailbox | Assigned Tickets 
    Assigned Tickets
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Assigned Tickets page. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  •  Mailbox | Tags
    Tags
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Tags page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Mailbox | Enterprise Reports
    Enterprise Reports
    is displayed under the Mailbox item in the left-hand menu in the Dashboard.
    Click to open the Mailbox > Enterprise Reports page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chat | Overview 
    Overview
    is displayed under the Chat item in the left-hand menu in the Dashboard.
    Click to open the Chat > Overview page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chat | Tickets 
    Tickets
    is displayed under the Chat item in the left-hand menu in the Dashboard.
    Click to open the Chat > Tickets page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chat | Team
    Team
    is displayed under the Chat item in the left-hand menu in the Dashboard.
    Click to open the Chat > Team page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chat | Report
    Report
    is displayed under the Chat item in the left-hand menu in the Dashboard.
    Click to open the Chat > Report page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chat | Survey
    Survey
    is displayed under the Chat item in the left-hand menu in the Dashboard.
    Click to open the Chat > Survey page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Feedback
    Feedback
    is displayed in the left-hand menu in the Dashboard.
    Click to open the Feedback page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Feedback | Customer Satisfaction
    Customer Satisfaction
    is displayed under the Feedback item in the left-hand menu in the Dashboard.
    Click to open the Feedback > Customer Satisfaction page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Suggested Responses
    Suggested Responses
    is displayed in the left-hand menu in the Dashboard.
    Click to open the Suggested Responses page.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  05 Chat

The permission in the Chat section gives users the ability to view Chat-related pages in eDesk. If the role does not have a tick in the checkbox for this permission, then the Chat tab is not displayed in the top navigation menu. The permissions in the Chat section are:

  • Allow
    The Chat tab is shown in the top navigation menu in the Dashboard.
    Click to open the Chat page.  To find out more, click here.
    Available to the standard role Admin, as well as custom roles.
 

06 Sales

The permissions in the Sales section give users the ability to view the Sales-related pages in eDesk. If the role does not have a tick in the checkbox for this permission, then the relevant tab is not displayed in the top navigation menu.
The permissions in the Sales section are:

  • Orders
    Displays the Orders tab in the top navigation menu in eDesk. 
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Feedback
    Displays the Feedback tab in the top navigation menu in eDesk. 
    Available to the standard role Admin, as well as custom roles.

07 Knowledge Base

The permissions in the Knowledge Base section give users the ability to see the Knowledge Base-related pages in eDesk.

If the role does not have a tick in the checkbox for these permissions, then the Knowledge Base tab in the top navigation menu is not unlocked.
The permissions in the Knowledge Base section are:

  • Layouts
    This permission gives the user the ability to create or edit the Knowledge Base template, which determines the layout of Knowledge base library articles. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Libraries
    This permission gives the user the ability to create or edit the Knowledge Base library articles. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.


Further Readings


To find out more about user roles in eDesk, click here.

Interested in learning more about custom user roles? Click here.