Permissions

Permission settings allow you to control who in your team can access a particular inbox and to what extent. This helps you manage visibility, assign responsibilities, and ensure sensitive conversations stay limited to the right team members.

1. Navigate to the Manage section from the left-hand menu.

2. Click on All Inboxes.

3. Locate the inbox you wish to configure.

4. Click on the three dots next to the inbox name.

5. Select Permissions from the dropdown.

• Choose which agents or teams can access the tickets from the selected inbox.

• Grant full access to view all tickets or restrict agents to view only their assigned tickets.

• To restrict an agent's visibility:

  • Find the agent’s name in the list.

  • Check the box labeled “Assigned only tickets” to limit their view for that particular inbox.

  • However other team members who have permission to the inbox can still see all the tickets.

• Assign a priority level to each agent.

• Set the priority by clicking on the star icon besides each of the users and set their priority from Highest to the lowest.

• This determines the order of automatic ticket assignments — agents with higher priority will receive tickets first.

• Helps in distributing workload based on expertise or availability.

• Use the Invite Agent button to add new team members.

• Enter their email addresses.

• Assign a role (like Viewer, Agent, Manager) or create a custom permission rule defining exactly what they can access and perform.

• Instead of assigning agents one by one, you can create teams and provide access at the team level.

• Teams can be given similar permissions as individuals for simplified management.

Note: Once the permission is set, you can apply the same permissions to all other inboxes.