Help Desk Permissions
Access to the Help Desk module is controlled through ISO Mate’s role-based access control (RBAC) system. Administrators can assign granular permissions to roles, and users inherit permissions from the roles assigned to them.
Available Permissions
The Help Desk module uses four permissions:
- ticket.view: View tickets, the ticket list, Kanban board, and ticket details.
- ticket.create: Create new tickets.
- ticket.update: Edit ticket fields, add replies and internal notes, change status, assign agents, manage watchers, merge tickets, and link entities.
- ticket.delete: Delete tickets.
Configuring Permissions
- Navigate to Roles & Permissions in the in the top nav bar account settings dropdown.
- Click on a role to edit it, or create a new role.
- In the permissions section, find the Help Desk category (listed under the appropriate group).
- Toggle the permissions you want to grant: View, Create, Update, Delete.
- Click Save.
Permission Behavior in the UI
- Without ticket.view, the Help Desk section is hidden from the sidebar entirely.
- Without ticket.create, the Add button is hidden on the ticket list and Kanban pages.
- Without ticket.update, edit buttons, reply composers, and status change controls are hidden on ticket detail pages.
- Without ticket.delete, delete buttons are hidden from ticket actions and bulk operations.
Related Permissions
Some Help Desk features depend on permissions from other modules:
- Workflow Builder: Requires workflow.create and workflow.update permissions to set up email-to-ticket and auto-responder workflows.
- Reports: Help Desk reports are accessible to users with ticket.view permission.
- Entity Linking: Linking tickets to issues requires issue.view permission. Linking to tasks requires task.view. Linking to incidents requires incident.view.
Recommended Role Configurations
- Support Agent: Grant ticket.view, ticket.create, and ticket.update. This allows agents to manage tickets without deleting them.
- Support Manager: Grant all four ticket permissions plus workflow permissions for setting up automation.
- Read-Only Viewer: Grant only ticket.view for stakeholders who need visibility without editing access.