Within Teamwork Desk, user permissions
and access vary for the different user types
on your site.
The actions you can perform across
your site are based on your agent or admin
type as well as some site-wide agent
permissions.
Note: Part-time agents are
limited to replying to 10 unique tickets in
any 30-day period. This limit resets back to
10 tickets 30 days from when their first reply
is sent.
| Action | Part-time
agent | Full-time
agent | Inbox admin | Site
admin |
|---|---|---|---|---|
| Tickets | ||||
| Create
tickets & replies | ✔ | ✔ | ✔ | ✔ |
| - Edit tickets
& replies * | ✔ | ✔ | ✔ | ✔ |
| - Delete tickets
& replies * | ✔ | ✔ | ✔ | ✔ |
| - Restore
deleted tickets ** | ✗ | ✗ | ✔ | ✔ |
| Merge
tickets | ✔ | ✔ | ✔ | ✔ |
| Split
tickets | ✔ | ✔ | ✔ | ✔ |
| Print
tickets | ✔ | ✔ | ✔ | ✔ |
| Copy
link to a reply | ✔ | ✔ | ✔ | ✔ |
| Forward a ticket thread or
reply | ✔ | ✔ | ✔ | ✔ |
| Show
original | ✔ | ✔ | ✔ | ✔ |
| Add
notes | ✔ | ✔ | ✔ | ✔ |
| - Edit
notes * | ✔ | ✔ | ✔ | ✔ |
| - Delete
notes * | ✔ | ✔ | ✔ | ✔ |
| Add followers | ✔ | ✔ | ✔ | ✔ |
| Log
time on tickets | ✔ | ✔ | ✔ | ✔ |
| Canned responses | ||||
| Create
canned responses | ✔ | ✔ | ✔ | ✔ |
| - Manage canned
responses * | ✔ | ✔ | ✔ | ✔ |
| - Delete canned
responses * | ✔ | ✔ | ✔ | ✔ |
| Apply
canned responses to a
ticket | ✔ | ✔ | ✔ | ✔ |
| Save a
ticket reply as a
canned response | ✔ | ✔ | ✔ | ✔ |
| Tags | ||||
| Create
tags * | ✔ | ✔ | ✔ | ✔ |
| Manage
tags * | ✔ | ✔ | ✔ | ✔ |
| Apply tags to tickets | ✔ | ✔ | ✔ | ✔ |
| Triggers | ||||
| Create
triggers *** | ✗ | ✗ | ✔ | ✔ |
| - Manage
triggers per
inbox | ✗ | ✗ | ✔ | ✔ |
| - Manage
triggers at site
level | ✗ | ✗ | ✗ | ✔ |
| - Delete
triggers | ✗ | ✗ | ✔ | ✔ |
| - Share
triggers with other
inboxes | ✗ | ✗ | ✔ | ✔ |
| Apply
manual triggers to
tickets | ✔ | ✔ | ✔ | ✔ |
| Inboxes | ||||
| Create
inboxes | ✗ | ✗ | ✗ | ✔ |
| Manage inboxes | ✗ | ✗ | ✔ | ✔ |
| - Inbox
permissions | ✗ | ✗ | ✔ | ✔ |
| - Auto
reply | ✗ | ✗ | ✔ | ✔ |
| - Canned
responses | ✗ | ✗ | ✔ | ✔ |
| - Triggers | ✗ | ✗ | ✔ | ✔ |
| - Ticket templates | ✗ | ✗ | ✔ | ✔ |
| Delete
inboxes | ✗ | ✗ | ✔ | ✔ |
| Create custom views | ✔ | ✔ | ✔ | ✔ |
| - Manage custom views | ✔ | ✔ | ✔ | ✔ |
| People | ||||
| View
customers | ✔ | ✔ | ✔ | ✔ |
| - Create
&
manage
customers | ✔ | ✔ | ✔ | ✔ |
| View
companies | ✔ | ✔ | ✔ | ✔ |
| - Create
&
manage
companies | ✗ | ✗ | ✗ | ✔ |
| - Add
customers
to
companies | ✗ | ✗ | ✗ | ✔ |
| View
agents | ✔ | ✔ | ✔ | ✔ |
| - Invite
&
manage
agents | ✗ | ✗ | ✗ | ✔ |
| - View agent
performance &
activity | ✗ | ✗ | ✗ | ✔ |
| Training Wheels | ||||
| Enable or disable Training
Wheels for your site | ✗ | ✗ | ✗ | ✔ |
| - Set agents
to
in training | ✗ | ✗ | ✗ | ✔ |
| -
Set review percentage | ✗ | ✗ | ✗ | ✔ |
| -
Set training inboxes | ✗ | ✗ | ✗ | ✔ |
| - Set agent
to review
tickets | ✗ | ✗ | ✗ | ✔ |
| View
tickets sent for
review **** | ✔ | ✔ | ✔ | ✔ |
| - Review,
edit, request
changes,
and approve **** | ✔ | ✔ | ✔ | ✔ |
| Help Docs | ||||
| Create
sites | ✗ | ✗ | ✗ | ✔ |
| -
Clone | ✗ | ✗ | ✗ | ✔ |
| -
Delete | ✗ | ✗ | ✗ | ✔ |
| Manage sites | ✗ | ✗ | ✗ | ✔ |
| - Categories | ✗ | ✗ | ✗ | ✔ |
| - Appearance | ✗ | ✗ | ✗ | ✔ |
| - Settings | ✗ | ✗ | ✗ | ✔ |
| View articles | ✔ | ✔ | ✔ | ✔ |
| Create
articles | ✔ | ✔ | ✔ | ✔ |
| - Apply
categories | ✔ | ✔ | ✔ | ✔ |
| -
Add related articles | ✔ | ✔ | ✔ | ✔ |
| -
Add keywords | ✔ | ✔ | ✔ | ✔ |
| - Manage
revisions | ✔ | ✔ | ✔ | ✔ |
| - Delete
articles | ✔ | ✔ | ✔ | ✔ |
* These edit,
delete, and
manage
actions
relating
to tickets,
notes,
canned
responses,
tags, and
ticket
templates are
controlled by
site-wide
agent permission
settings.
**
Agents can
access the
Trash once
they are an
inbox admin on
at least one
inbox, however
only tickets
deleted from
those inboxes
where they are
an admin will
be visible and
restorable for
them.
*** Inbox
administrators
can
only manage
triggers for
inboxes where
they
are an admin.
They
cannot delete
triggers that
have
been shared
with
inboxes where
they
are not an
admin.
**** The
ability
to view and
review
Training
Wheels
tickets is
dependent on a
site admin
enabling permission for the agent
to
review
tickets.
The Training
Wheels feature
is
available on
Premium
subscriptions
and
above.
The
areas accessible
to you within your
Teamwork Desk site
will also be
determined by your
agent type and
permissions.
- Any areas
detailing
ticket and
inbox
information
will only show
you
information
relating to
inboxes you
have
permission to
access.
- Site
administrators
will always
have access to
information
across all
inboxes and
site
areas.
| Access
Areas | Part-time
agent | Full-time agent | Inbox admin | Site admin |
|---|---|---|---|---|
| Site level | ||||
| Home | ✔ | ✔ | ✔ | ✔ |
| - Summary | ✔ | ✔ | ✔ | ✔ |
| - Activity | ✔ | ✔ | ✔ | ✔ |
| - Insights | ✔ | ✔ | ✔ | ✔ |
| Tickets | ✔ | ✔ | ✔ | ✔ |
| - Trash | ✗ | ✗ | ✔ | ✔ |
| Help Docs | ✔ | ✔ | ✔ | ✔ |
| - Individual
sites | ✔ | ✔ | ✔ | ✔ |
| - Articles | ✔ | ✔ | ✔ | ✔ |
| - Categories | ✗ | ✗ | ✗ | ✔ |
| - Appearance | ✗ | ✗ | ✗ | ✔ |
| - Settings | ✗ | ✗ | ✗ | ✔ |
| People | ✔ | ✔ | ✔ | ✔ |
| - Agents | ✔ | ✔ | ✔ | ✔ |
| -
Customers | ✔ | ✔ | ✔ | ✔ |
| -
Companies | ✔ | ✔ | ✔ | ✔ |
| Settings | ||||
| General | ✗ | ✗ | ✗ | ✔ |
| - Site settings | ✗ | ✗ | ✗ | ✔ |
| - Spam control | ✗ | ✗ | ✗ | ✔ |
| - Ticket sources | ✗ | ✗ | ✗ | ✔ |
| - Ticket types | ✗ | ✗ | ✗ | ✔ |
| - Ticket statuses | ✗ | ✗ | ✗ | ✔ |
| - Ticket templates * | ✔ | ✔ | ✔ | ✔ |
| - Custom fields | ✗ | ✗ | ✗ | ✔ |
| - Triggers | ✗ | ✗ | ✔ | ✔ |
| - Import data | ✗ | ✗ | ✗ | ✔ |
| - Import history | ✗ | ✗ | ✗ | ✔ |
| - Export data | ✗ | ✗ | ✗ | ✔ |
| - Webhooks | ✗ | ✗ | ✗ | ✔ |
| - Time tracking | ✗ | ✗ | ✗ | ✔ |
| -
Integrations | ✗ | ✗ | ✗ | ✔ |
| - Business hours | ✗ | ✗ | ✗ | ✔ |
| - Advanced security | ✗ | ✗ | ✗ | ✔ |
| Inboxes ** | ✔ | ✔ | ✔ | ✔ |
| Customer Portal | ✗ | ✗ | ✗ | ✔ |
| Tags * | ✔ | ✔ | ✔ | ✔ |
| Apps | ✗ | ✗ | ✗ | ✔ |
| Subscription | ✗ | ✗ | ✗ | ✔ |
* Agent access to the Ticket Templates
and Tags tabs of the site settings is
controlled by the site-wide agent permission for
managing ticket templates.
** The Inboxes tab of the
site settings becomes visible to
agents if the site-wide agent permission for
managing canned responses is enabled.
It becomes visible if an agent is an
inbox administrator on at least one
inbox.
For more information, see: Permissions - An
Overview