Understanding Agent Roles

Roles control what each team member can do in SDesk.

Role Overview

Admin

Full access to everything. Admins can:

• Respond to tickets
• Manage all settings
• Change team member roles
• Access billing
• View all reports
• Delete tickets

Agent

Day-to-day support work. Agents can:

• View and respond to tickets
• Add internal notes
• Change ticket status and priority
• Assign tickets
• Use quick responses
• Use AI Copilot

Viewer

Read-only access. Viewers can:

• View tickets
• Read internal notes
• Search and filter

Viewers cannot:

• Reply to tickets
• Change status or priority
• Access settings

When to Use Each Role

Role	Best For
Admin	Store owners, team leads, managers
Agent	Support staff, customer service reps
Viewer	Observers, training, quality assurance

Account Owner

One person is designated the Account Owner (usually who installed the app). The account owner:

• Cannot be deactivated
• Has permanent Admin access
• Is the primary contact for billing