Roles and Permissions

Overview

There There uses three role levels to control what each workspace member can do. Roles are assigned per workspace, so a user can have different roles in different workspaces.

Role levels

Owner

The owner is the person who created the workspace. There is exactly one owner per workspace. Owners have full control, including:

• Managing all workspace settings and configuration.
• Inviting, removing, and changing roles of all members.
• Managing billing and subscription details.
• Deleting the workspace.
• Full access to all channels and tickets.

Admin

Admins have broad management capabilities without billing or workspace deletion access. Admins can:

• Invite new members and remove existing ones (except the owner).
• Change roles of other members (assigning admin or agent roles).
• Access all channels and tickets regardless of channel restrictions.
• Manage workspace settings including channels, workflows, tags, and AI configuration.

Admins are a good fit for team leads or senior support staff who need to configure the workspace.

Agent

Agents are the standard role for day-to-day support work. Agents can:

• View and respond to tickets in their assigned channels.
• Use manual workflows on tickets they have access to.
• Manage their own profile and notification preferences.

Agents cannot invite or remove members, change roles, or access workspace-level settings. Channel access for agents can be restricted to specific channels by an admin or owner.

Changing roles

Owners and admins can change a member's role from Settings > Members. Select the member and choose a new role. The owner role is fixed to the workspace creator and cannot be transferred.