Custom roles can be created for the following modules: If you need to restrict an agent's actions, you can create a custom role and assign only the required permissions in each module. Admins can define custom roles with granular permissions tailored to their business needs.
To create a custom role:
Go to Admin > Global Settings > Roles.
Click New Role > select Admin role or Agent role.
Enter a name and description for the role.
Select the appropriate privileges under Tickets, Announcements, Solutions, and Reports for the agent role or under Administration for the Admin role.
Click Save.
Assigning roles to agents
To assign or modify agent roles:
Navigate to Admin > Global Settings > User Management > Agents.
Locate an existing agent and click Permissions, or click New Agent to add a new one.
Under Permissions, select one or more roles to assign.
Click Save to apply the changes.