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All agents are equal, but some agents are more equal than the others

An agent’s role defines what an agent can do in a helpdesk. The default roles differ from one helpdesk to another but generally, there is an account admin who can control everything in the helpdesk, a supervisor who can pull out reports and make sure that the team is working smoothly, and agents who answer tickets and take calls.

Apart from the default roles, based on the hierarchies and work processes of a company, most helpdesks allow you to create custom roles.

While roles control what an agent can do, ticket scope controls what an agent can see. For example, if an agent’s role is admin and his scope is “restricted”, he will be able to see everything in the helpdesk including the Admin controls, Reports, etc, but when it comes to tickets, he can see only the tickets assigned to him.