Find out what each role permission enables in eDesk so that you can give your teammates the right permissions for their jobs. 

     Before you start

  • You need to have Admin permissions assigned to your account to view role permissions.
     


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.  You can find step-by-step instructions here, together with an overview of the roles in eDesk. 
Role details page

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.

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 a permission, then the associated Smart Tool will be missing from the Smart Tools section in their Settings → Company Settings page.
Settings > Smart Tools 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.

 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 Message rules
 
 View, create, edit, delete Message rules.
 See here.
 
 Y  Y
 Templates
 
 View, create, edit, delete Templates.
 See here.
 
 Y
 Feedback
 
 View, create, edit, delete Feedback.
 See here
 
 Y
 Custom fields
 
 View, create, edit, delete Custom fields.
 See here.
 
 Y
 Tags
 
 View, create, edit, delete Tags.
 See here.
 
 Y  Y
 AI settings
 
 View, create, edit, remove AI settings.
 See here.
 
 Y  Y
 Company
 snippets
 
 View, create, edit, delete Company snippets.
 See here.
 
 Y  Y
 Widgets
 
 View, create, edit, delete Widgets.
 See here.
 
 Y
 Invoice
 templates
 
 View, create, edit, delete Invoice templates.
 See here.
 
 Y































 


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 a permission, then the associated Mailbox setting will be missing from their Mailbox section in the Settings → Company Settings page.
Settings > Mailbox Settings page

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

 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 Channels
 
 View, create, edit, delete Channels.
 See here.
 
 Y
 Integrations
 
 Ability to set an API key to integrate other
 Marketplaces with eDesk.
 
 Y








 

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 in the Settings → Company Settings page.
Settings > Company Settings page

 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 Company
 
 View, create, edit, delete Company settings,
 such as Business Hours, Mailbox signatures,
 VAT numbers etc. See here.
 
 Y
 Users
 
 View, invite, edit internal users.
 See here.
 
 Y  Y 
 Roles
 
 View or copy roles. 
 See here
 
 Y
 Billing
 
 View and configure subscriptions and receipts.
 
 Y















 


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.

Dashboard link in the top navigation menu
 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 Orders
 
 Orders is displayed in the
 left-hand menu in the
 Dashboard. Click to open
 the Orders page. See here.
 
Y
 Mailbox | Overview
 
 Overview is displayed under
 the Mailbox item in the left-
 hand menu in the Dashboard.
 Click to open the
 Mailbox > Overview page.
 See here.
 
 Y  Y
 Mailbox | Tickets
 
 Tickets is displayed under
 the Mailbox item in the left-
 hand menu in the Dashboard.
 Click to open the
 Mailbox > Tickets page.
 See here.
 
 Y Y
 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.
 See here.
 
 Y Y
 Mailbox | Response
Time
 
 Response Times is displayed
 under the Mailbox item in the
 left-hand menu in the
 Dashboard. Click to open the
 Mailbox > Response Times page.
 See here.
 
 Y  Y
 Mailbox | Team
 
 Team is displayed under
 the Mailbox item in the left-
 hand menu in the Dashboard.
 Click to open the
 Mailbox > Team page.
 See here.
 
 Y  Y  Y
 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.
 See here.
 
 Y  Y  Y
 Mailbox | Tags
 
 Tags is displayed under the Mailbox 
 item in the left-hand menu in the
 Dashboard. Click to open the
 Mailbox > Tags page.
 See here.
 
 Y  Y
 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. See here.
 
 Y  Y
 Chat | Overview 
 
 Overview is displayed under the Chat
 item in the left-hand menu in the
 Dashboard. Click to open the
 Chat > Overview page.
 See here.
 
 Y  Y
 Chat | Tickets 
 
 Tickets is displayed under the Chat
 item in the left-hand menu in the
 Dashboard. Click to open the
 Chat > Tickets page.
 See here.
 
 Y  Y
 Chat | Team  Team is displayed under the Chat
 item in the left-hand menu in the
 Dashboard. Click to open the
 Chat > Team page.
 See here.
 
 Y  Y
 Chat | Report
 
 Report is displayed under the Chat
 item in the left-hand menu in the
 Dashboard. Click to open the
 Chat > Report page.
 See here.
 
 Y  Y
 Chat | Survey
 
 Survey is displayed under the Chat
 item in the left-hand menu in the
 Dashboard. Click to open the
 Chat > Survey page.
 See here.
 
 Y  Y
 Feedback
 
 Feedback is displayed in the
 left-hand menu in the Dashboard.
 Click to open the Feedback page.

 
 Y
 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.
 See here.
 
 Y  Y
 Suggested Responses
 
 Suggested Responses is displayed
 in the left-hand menu in the
 Dashboard. Click to open the 
 Suggested Responses page.
 
 Y  Y

 
















































































 

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.

Chat link in the top navigation menu
 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 allow
 
 The Chat tab is shown in the top navigation
 menu in the Dashboard. Click to open the
 Chat page.  See here.
 
Y







 

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.
Feedback and Orders links in the top navigation menu

 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 Orders
 
 Displays the Orders tab in the top
 navigation menu in eDesk. 
 
Y  Y  Y
 Feedback
 
 Displays the Feedback tab in the top
 navigation menu in eDesk. 
 
 Y
 






 



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.
Knowledge Base link in the top navigation menu

 
 Permission  Description  Standard Roles
 Admin   Team
Leader 
 Agent   Basic 
 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.
 See here.
 
Y  Y  Y
 Libraries
 
 This permission gives the user the
 ability to create or edit the Knowledge
 Base library articles. See here.
 
 Y  Y  Y