Roles and their Capacities
| Role | Permissions/Limitations |
| Administrator | Special Permissions: May change company settings (picture). May create/edit/delete employees (picture)(picture). May assign or change employee roles. May edit code configurations (picture). May create/edit/delete departments. May assign employees to/ remove employees from departments. No limitations. |
| Moderator | Special Permissions: May create/edit/delete templates (picture)(picture). May create/edit/delete customers (picture). May edit/delete any ticket/video session at any time. May assign or withdraw tickets and video sessions from employees (picture). Limitations: Cannot change company settings. Cannot create/edit/delete employees. Cannot assign or change employee roles. Cannot edit code configurations. Cannot create/edit/delete departments. Cannot assign employees to/ remove employees from departments. |
| Member | Special Permissions: May only work on tickets and video sessions for which they are responsible (e.g., assigned or offer accepted) (video). Limitations: Cannot to create/edit/delete templates. Cannot create customers. Cannot assign tickets and video sessions to other employees. |
| All Roles Department Isolation active (article) | Special Permissions: Users who belong to at least one department may only assign departments to which they themselves belong. Users who do not belong to any department may assign any department. Limitations: Users are only allowed to view/edit the entities intended for them according to the selected isolation mode. |
How to assign/change Roles
- Employees cannot be without a role
- Only administrators are authorized to assign or change employee roles
- Employee roles are assigned during the employee creation process (picture), but can be changed at any time in the employee details view (picture).
- Employee roles can be assigned/changed individually for each employee, or in bulk via import (article)(picture)(picture).
Recommendations for assigning Roles
Which role is best suited for which tasks?
| Role | Recommendations |
| Administrator | Position in the Company: - Company leaders (CEOs) - Top level management - Project manager/leader Tasks: - Specifying company and code settings (company-wide settings) - Inviting new employees (personnel management) - Monitoring and analyzing company-wide processes |
| Moderator | Position in the Company: - Middle management - Department heads (e.g., service manager, sales manager) - Content creators (e.g., working students) - Marketing staff Tasks: - Creative creation process: defining design and functions - Creating content (templates) - Setting template/device settings - Creating and managing teams and meta-teams (article) - Adding and managing customer data - Monitoring and analyzing individual processes (e.g., service processing) |
| Member | Position in the Company: - Service staff - Service providers (e.g., technicians) - Sales representatives - Employees in contact with customers Tasks: - Working on tickets and video sessions |
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