We’ve added 3 new user roles enabling you to have a better control on what your team members can access and do. We have also renamed the role Agent to Lead agent.

Here are the permissions associated with each role:

• Observer agent: Able to view customers, tickets and send internal notes.
• Lite agent: Able to modify customers, tickets and send messages.
• Basic agent: Able to modify customers, tickets, send messages and perform integrations-related actions.
• Lead agent (previously Agent): Able to manage customers, tickets, tags, send messages and perform integrations-related actions.
• Admin: Able to manage everything. (billing info, users, integrations, rules, tickets, customers, etc…)

See more details in our documentation.