Team Collaboration8 min readUpdated January 2026
Roles & Permissions
SimplyTicket uses role-based access control (RBAC) to manage what team members can see and do. This ensures agents have the access they need while protecting sensitive data.
Built-in Roles
Owner
Unrestricted access to all features. Only one owner per organization.
• Full access to all settings
• Manage billing and subscription
• Transfer or delete organization
• Cannot be removed (only transferred)
Administrator
Manage organization settings and team members. Cannot access billing.
• Manage team members and roles
• Configure channels and integrations
• Access all tickets and reports
• Create automations and SLAs
Agent
Standard role for support team members handling tickets.
• View and respond to all tickets
• Create and edit knowledge base
• Access reports and analytics
• Cannot modify settings
Limited Agent
Restricted access for contractors or specialists.
• View only assigned tickets
• Cannot reassign tickets
• Limited report access
• Read-only knowledge base
Permission Categories
| Category | Available Permissions |
|---|---|
| Tickets | View all, View assigned, Create, Edit, Delete, Merge, Change status/priority |
| Customers | View, Create, Edit, Delete, Export data |
| Knowledge Base | View, Create articles, Edit articles, Delete, Manage categories |
| Reports | View team reports, View personal reports, Export data |
| Team | View members, Invite members, Edit members, Remove members |
| Settings | View, Edit channels, Edit automations, Edit SLAs, Manage integrations |
Creating Custom Roles
Navigate to Settings → Roles & Permissions to create custom roles.
- 01Click "Create Role"
- 02Enter a name (e.g., "QA Reviewer", "Shift Supervisor")
- 03Toggle permissions on/off for each category
- 04Save and assign to team members
Example: QA Reviewer Role
✓View all tickets
✗Respond to tickets
✓Add internal notes
✓View team reports
✗Modify settings
✗Manage team members
Security Best Practices
- • Follow the principle of least privilege
- • Review permissions quarterly
- • Remove access immediately for departing employees
- • Use Limited Agent for contractors
- • Document your role structure