Employee Roles

Roles and their Capacities

RolePermissions/Limitations
AdministratorSpecial 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.
ModeratorSpecial 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.
MemberSpecial 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?

RoleRecommendations
AdministratorPosition 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
ModeratorPosition 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)
MemberPosition 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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