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 smart inboxes




   - Manage smart inboxes




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