Employee Roles

Roles and their Capacities

RolePermissions/Limitations
Administrator

Import/Export:
organizationRole
ADMINISTRATOR
Special Permissions:
May change company settings (picture).
May create/edit/delete employees (picture)(picture).
May assign and change employee roles.
May edit code configurations (picture).
May create/edit/delete departments.
May assign employees to/ remove employees from departments.
May create/edit/delete meta teams & teams.

No limitations.
Department Administrator

Import/Export:
organizationRole
DEPARTMENT_ADMINISTRATOR
Special Permissions:
May create/edit/delete employees within departments to which they are assigned themselves.
May assign and change employee roles.
May edit the departments to which they are assigned themselves.
May assign employees to the departments to which they are assigned themselves.
May remove employees from departments (Note: The last department cannot be removed. As soon as the last shared department has been removed, the department administrator loses the editing rights.) (picture).
May create/edit/delete teams.

Limitations:
Cannot change company settings.
Cannot access departments other than those to which they are assigned.
Cannot remove all departments from their accounts.
Cannot add departments to their accounts.
Cannot assign the "Administrator" role to anyone.
Cannot create/edit/delete departments.
Cannot edit code configurations.
Cannot create/edit/delete meta teams.
Content Creator

Import/Export:
organizationRole
CONTENT_CREATOR
Special Permissions:
May create/edit/delete templates (picture)(picture).
May create/edit/delete customers (picture).
May edit/delete tickets/video sessions at any time.
May assign or withdraw tickets and video sessions from other 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.
Moderator

Import/Export:
organizationRole
MODERATOR
Special Permissions:
May assign or withdraw tickets and video sessions from other employees (picture).
May create/edit/delete customers (picture).
May edit/delete any ticket/video session at any time.

Limitations:
Cannot create/edit/delete templates (picture)(picture).
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

Import/Export:
organizationRole
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 and department 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
- Creating and managing of meta-teams and teams (article)
Department AdministratorPosition in the Company:
- Regional top-level management (e.g., country management)
- Regional project manager/leader

Tasks:
- Inviting new employees (personnel management)
- Assigning employees to teams
- Creating and managing of teams (article)
- Monitoring and analyzing regional processes

Note:
This role is mainly used if the organization is isolated by departments (department isolation).
Content CreatorPosition in the Company:
- Marketing managers (--> How should the solution appear?)
- Service managers (--> What services should the solution offer?)

Tasks:
- Creative creation process: defining design and functions
- Creating content (templates)
- Adjusting template content and settings
ModeratorPosition in the Company:
- Middle management
- Department heads (e.g., service manager, sales manager)
- Marketing staff

Tasks:
- Dispatching: Assignment of service cases (optional/not necessary!)
- Monitoring and analyzing individual processes (e.g., service processing)
- Adding and managing customer data
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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