User roles
There are various roles you can assign to your team members to help you support your customers. Your customers are part of this, too.
Owner
The "master" of your Helprace account. The Owner is usually someone who created the account, having access to areas of Helprace that other team members do not (such as billing information, invoicing and payment options). The Owner can add additional Owners.
Admin
Admins are just below the Owner in the hierarchy and otherwise have full control over all aspects of your Helprace. Admins are able to set ticket rules and access all settings, with some exceptions:
| Area | Access restrictions |
| Users | Cannot create, modify, delete Admin or Owner profiles |
| Settings |
Cannot access Billing, Invoices, Company Info |
Agent
Agents are ordinary customer service support staff. They are able to interact with customers to answer questions, resolve tickets, create knowledge base articles and moderate the community.
| Area | Access restrictions |
| Tickets |
General No restrictions. See tickets that are unassigned, assigned to self, or assigned to others Team Cannot access tickets assigned to Teams other than their own, unless assigned to them personally |
|
Ticket Filters |
SHARED FILTERS are visible globally. Can view only TEAM FILTERS are visible to the Team the agent is part of. Can view only MY FILTERS are personal filters. Can add or view them |
| Community & KB | No restrictions |
| Users |
General Cannot create, modify, delete Agent, Admin or Owner profiles Team Cannot create, modify or add others to Teams Groups, Organizations Cannot create, modify or delete Groups |
| Spaces | Cannot access to Space Management |
| Reports | Cannot access |
| Settings | Cannot access |
User
Users are customers and site visitors that interact with your Helprace. Users can participate in communities, submit tickets and track their requests. They do not have any administrative privileges in Helprace.
Managing users
Adding
Click the + button and select User. Depending on your privileges, you can add staff this way too.
Inviting
Inviting and Importing with an email address sends a link to the specified email addresses which, when clicked, will lead them to their profile to set their own password.
Go to People, click on ⋮ beside the search bar & Invite. Learn more
Users can sign up by themselves or login via social accounts (e.g. Facebook, Google, or Twitter). Those who sign up by themselves are assigned the User role by default. Staff members can change their role if needed.
Changing roles
Go to People, to the right of your user click on the ⋮ button and select Change Role.
