Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
What each of the standard roles can do, and why that set is usually enough for a support team.
The standard roles
| Agent | Sees their own schedule, requests time off, swaps shifts. |
| Team lead | Manages their team's schedule, approves requests, sees adherence. |
| Administrator | Configures the product, sees everything. |
Separate from Support roles
An admin in Support is not automatically an administrator here. That is deliberate: workforce data is about employees rather than about tickets, and the two need not follow each other.
The permissions worth thinking about
- Approving time off. Usually the team lead, sometimes a manager outside support.
- Publishing schedules. Narrow this: a published schedule is a commitment to people.
- Seeing other teams, which is rarely necessary and often uncomfortable.
- Editing tracked time, which changes the record of what somebody did.
That last one deserves care
Being able to edit tracked time means being able to change the record of somebody's working day. Keep it with the people who are accountable for the schedule, and expect to be asked about it.
Agents should see their own data
Their schedule, their adherence, their balance. It is about them, and withholding it creates more suspicion than the numbers ever would.
Start standard
The three roles cover most organisations. Build a custom role only when a real job does not fit, not to fine-tune a permission somebody asked about once.
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