Knowledge base / Helpdesk / Roles & permissions
Roles & permissions
There are three roles: Requester, Agent and Admin. The role decides what the screens offer. SharePoint permissions, set up by the app, decide what can actually be read and changed.
How a person's role is decided
App roles come from Admin → Agents (active Admin / Agent rows); everyone else uses the portal. Agents can edit the Agents list, so an Admin row counts only when SharePoint also lets the person edit the helpdesk Settings — otherwise they work as an agent. Saving the agent puts them in the right group. While no active Admin exists, site owners act as admins.
| Capability | Requester | Agent | Admin |
|---|---|---|---|
| Raise requests, use the knowledge base, watch requests | ✓ | ✓ | ✓ |
| Reply, add files, mark resolved, reopen own requests | Own | ✓ | ✓ |
| Answer satisfaction surveys | Invited | — | — |
| Approve or reject requests | If assigned | ✓ if assigned | ✓ |
| Work the queue, board, ticket workspace, time tracking | — | ✓ | ✓ |
| Dashboard, reports, satisfaction dashboard, archive | — | ✓ | ✓ |
| Manage KB articles, canned responses, announcements | — | ✓ | ✓ |
| Change settings | — | Parts allowed | ✓ |
| Apply security; check and repair lists | — | — | ✓ site owner |
| Activate the licence | — | — | ✓ |
Features also depend on the plan (see Part 7).
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