All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk.

It’s easy to adjust these roles within eDesk, and we offer both standard roles, which you can use out-of-the-box, and custom roles, which you can fit your team’s needs.

This help file will guide you through each role permission in eDesk, so that you can give your teammates the right permissions for their jobs. 


Before you start

 
  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
 

To view the roles that you can assign to users, and inspect the permissions for a role, open the Roles page by going to Settings → Company Settings → Roles.  To find step-by-step instructions together with an overview of the roles in eDesk, click here.
In the Role Details tab, you can see that each permission has a checkbox. If it's ticked, then the user has this permission. 

Note: Your eDesk plan determines which permissions are included in the Role Details tab.

01 Smart Tools

The permissions in the Smart Tools section give users the ability to manage Smart Tools. If the role does not have a tick in the checkbox for permission, then the associated Smart Tool will be missing from the Smart Tools section in their Settings → Company Settings page.
The permissions prevent users from managing Smart Tools; they can still use Smart Tools in eDesk, e.g., assign Tags to tickets, where another user (with the appropriate Smart Tool permission) created the Tag. The permissions in the Smart Tools section are:

  • Message rules
    View, create, edit, delete Message rules. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Templates
    View, create, edit, delete Templates. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Invoice Templates
    View, create, edit, delete Invoice Templates. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Custom fields
    View, create, edit, delete Custom fields. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Tags
    View, create, edit, delete Tags. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Feedback Rules
    View, create, edit, remove Feedback Rules. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.
    Only available with eDesk Feedback.

  • Snippets
    View, create, edit, delete Snippets. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Widgets
    View, create, edit, delete Widgets. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Artificial Intelligence
    View, create, edit, delete AI settings. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

02 Mailbox Settings

The permissions in the Mailbox Settings section give users the ability to add and manage Channels, Apps, Shipping, and delivery settings for the Mailbox. If the role does not have a tick in the checkbox for permission, then the associated Mailbox setting will be missing from their Mailbox section in the Settings → Company Settings page.

The permissions prevent users from configuring the Channels, Delivery, Shipping, and Apps; they can still use these features in their Mailbox. The permissions in the Mailbox Settings section are:

  • Channels
    View, create, edit, delete Channels. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Integrations
    Ability to set an API key for eDesk to function with other Marketplaces. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Clear cached emails
    Ability to clear the list of email addresses appearing in the email field when writing a message.
    Available to the standard role Admin, as well as custom roles.


03 Company Settings

The permissions in the Company Settings section give users the ability to update company information, manage users, manage roles and payments. If the role does not have a tick in the checkbox for permission, then the associated setting will be missing from their Company Settings section on the Settings → Company Settings page.
The permissions in the Company Settings section are:

  • Company Settings
    View, create, edit, delete Company settings, such as Business Hours, Mailbox signatures, VAT numbers etc. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Users
    View, invite, edit internal users. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Roles
    View or copy roles. To find out more, click here
    Available to the standard role Admin, as well as custom roles.

  •  Billing
    View and configure subscriptions and receipts. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  • Upgrade manager
    Ability to make payments by allowing user to make changes to the subscription.
    Available to the standard role Admin, as well as custom roles.

04 Insights

The permissions in the Insights section control which tabs and menu items are shown on the Insights for users with that role. If a permission is not ticked in this section, then the associated menu item or tab won't be displayed.

If a user has no Insights permissions ticked, then the Insights tab will not be displayed in the top navigation menu.

The permissions in the Insights section are:

  •  Sales & Orders
    Orders
    is displayed in the left-hand menu in the Dashboard.
    Click to open the Orders page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Tickets | Mailbox Overview
    Overview
    is displayed under the Tickets item in the left-hand menu in the Insights.
    Click to open the Tickets > Mailbox Overview page. To find out more, click here.
    Available to the standard roles Admin, Team Leader, and Agent as well as custom roles.

  •  Tickets | Tickets
    Tickets
    is displayed under the Tickets item in the left-hand menu in the Insights.
    Click to open the Tickets > Tickets page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Tickets | Tags
    Tags
    is displayed under the Tickets item in the left-hand menu in the Insights.
    Click to open the Tickets > Tags page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Tickets | Response times
    Response times
    is displayed under the Tickets item in the left-hand menu in the Insights.
    Click to open the Tickets > Response times page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Chats | Overview 
    Overview
    is displayed under the Chats item in the left-hand menu in the Insights.
    Click to open the Chats > Overview page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Chat | Agent availability
    Agent availability is displayed under the Chats item in the left-hand menu in the Insights.
    Click to open the Chats > Agent availability page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Agents | Currently Assigned Tickets 
    Currently Assigned Tickets
    is displayed under the Mailbox item in the left-hand menu in the Insights.
    Click to open the Agents > Currently Assigned Tickets page. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  •  Agents | Tickets Handled 
    Tickets Handled is displayed under the Agents item in the left-hand menu in the Insights.
    Click to open the Agents > Tickets Handled page. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Agents | Chats Handled
    Chats Handled
     is displayed under the Chats item in the left-hand menu in the Insights.
    Click to open the Agents > Chats Handled page. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Customer Satisfaction
    Customer Satisfaction
    is displayed on the left-hand menu in the Insights.
    Click to open the Customer Satisfaction page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Products
    Products
    is displayed in the left-hand menu in the Insights.
    Click to open the Products page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Sales & Orders
    Sales & Orders
    is displayed in the left-hand menu in the Insights.
    Click to open the Sales & Orders page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  • Reviews & Feedback
    Reviews & Feedback
    is displayed in the left-hand menu in the Insights.
    Click to open the Reviews & Feedback page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

  •  Reports | Channel Reports
    Channel Reports
    is displayed under the Reports item in the left-hand menu in the Insights.
    Click to open the Reports > Channel Reports page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.

  •  Reports | Enterprise Reports
    Enterprise Reports
    is displayed under the Reports item in the left-hand menu in the Insights.
    Click to open the Reports > Enterprise Reports page. To find out more, click here.
    Available to the standard roles Admin and Team Leader, as well as custom roles.
     

05 Chat

The permission in the Chat section gives users the ability to view Chat-related pages in eDesk. If the role does not have a tick in the checkbox for this permission, then the Chat tab is not displayed in the top navigation menu. The permissions in the Chat section are:

  • Allow
    The Chat icon is shown in the left-hand side.
    Click to open the Chat page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.
 
  • Change user chat status
    The Chat icon is shown in the left-hand side.
    Click to open the Chat page. To find out more, click here.
    Available to the standard role Admin, as well as custom roles.

06 Sales

The permissions in the Sales section give users the ability to view the Sales-related pages in eDesk. If the role does not have a tick in the checkbox for this permission, then the relevant tab is not displayed in the top navigation menu.
The permissions in the Sales section are:

  • Orders
    Displays the Orders tab in the top navigation menu in eDesk. 
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Feedback
    Displays the Feedback tab in the top navigation menu in eDesk. 
    Available to the standard role Admin, as well as custom roles.

07 Knowledge Base

The permissions in the Knowledge Base section give users the ability to see the Knowledge Base-related pages in eDesk.

If the role does not have a tick in the checkbox for these permissions, then the Knowledge Base tab in the top navigation menu is not unlocked.
The permissions in the Knowledge Base section are:

  • Layouts
    This permission gives the user the ability to create or edit the Knowledge Base template, which determines the layout of Knowledge base library articles. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.

  • Libraries
    This permission gives the user the ability to create or edit the Knowledge Base library articles. To find out more, click here.
    Available to the standard roles Admin, Team Leader and Agent as well as custom roles.


Further Readings


To find out more about user roles in eDesk, click here.

Interested in learning more about custom user roles? Click here.