Manage permissions with custom roles

Custom roles are reusable sets of permissions that you can assign to teammates in your Tiledesk project. They make it simple to update permissions for a large group of project's members all at once.

Create a new custom role

To create a new role, go to Settings > Teammates & Groups > Roles.

Click the New role button and then in the "New role" page enter a name for your role:

Next, select the permissions that project's member with this role will have:

Then save your new role.

Assigning roles to your teammates

To assign a role to a teammate, go to Settings > Teammates & Groups > Teammates

If you're inviting a new teammate, click the "Invite Teammate" button. On the Invite Teammate page, simply enter his email address and choose the appropriate role from the list before sending the invite.
If the teammate is already a member of the project, in the Teammates list click on a teammate. In his profile, select a new role from the "Role" dropdown, then click Update to save the changes.

Editing or deleting a custom role

To edit or delete a custom role, go to Settings > Teammates & Groups > Roles.

The available permission options

For every section, the “Able to view” permission is crucial.

If “Able to view” is not selected the teammate will not see the section at all, or their access to this section will be blocked entirely.

Another recurring permission is “Able to edit”.

If "Able to edit" is not selected the teammate will not be able to make changes to the section or settings.

Permissions explained

Section

Permission

Description

Conversations

Able to view real time and opened

Without this, teammates cannot access to Monitor (real time conversations)

Without this, teammates cannot access to Monitor > Opened conversations (not in real time conversations)

Without this, teammates cannot view the conversations of the contacts (Contacts > Contact details)

Able to view History

Without this, teammates cannot access to resolved conversations

Able to create a ticket

Without this, teammates cannot create ticket (Monitor)

Able to send message

Without this, teammates cannot reply to a conversation (Monitor)

Able to join to a conversation

Without this, teammates cannot participate to a conversation (Monitor)

Without this, teammates cannot participate to a conversation in (Opened conversations)

Without this, teammates cannot participate to a conversation (Conversation details)

Able to resolve a conversation

Without this, teammates cannot close a conversation (Conversation details)

Without this, teammates cannot close a conversation (History)

Able to reopen an archived conversation

Without this, teammates cannot reopen a conversation (History)

Without this, teammates cannot reopen a conversation (Conversation details)

Able to delete an archived conversation

Without this, teammates cannot delete permanently a closed conversation (History)

Able to update the status of a conservation

Without this, teammates cannot update the status of a conservation (Conversation details)

Able to update the priority of a conservation

Without this, teammates cannot update the priority of a conservation (Conversation details)

Able to add teammates as followers of a conversation

Without this, teammates cannot add other teammates as followers of a conservation (Conversation details)

Able to convert a conversation to offline / online

Without this, teammates cannot disable the smart reassignment (convert to offline) or enable it for a a conversation (Conversation details)

Able to add / remove conversation TAGS

Without this, teammates cannot add or remove conversation TAGS (Conversation details)

Able to add / remove notes from a conversation

Without this, teammates cannot add or delete conversation's notes (Conversation details)

Able to reassign a conversation

Without this, teammates cannot reassign a conversation to another teammate (Conversation details)

Able to add a teammate to a conversation

Without this, teammates cannot add other teammates to serve a conversation (Conversation details)

Able to leave a conversation to which is joined

Without this, teammates cannot leave a conversation also if are joined to it (Conversation details)

Able to send the chat transcript

Without this, teammates cannot send the chat transcript (Conversation details)

Knowledge bases

Able to view

Without this, teammates cannot access to Knowledge bases

Able to add contents

Without this, teammates cannot add contents to a Knowledge base (the KB has already contents)

Without this, teammates cannot add contents to a Knowledge base (the KB not has contents)

Able to edit content

Without this, teammates cannot edit a Knowledge base content

Able to reindex content

Without this, teammates cannot reindex a Knowledge base content

Able to check content status

Without this, teammates cannot check the status of a Knowledge base content

Able to delete Knowledge Base and contents

Without this, teammates cannot delete Knowledge base contents (Note: the default Knowledge Base cannot be deleted)

Without this, teammates cannot delete a Knowledge base

Able to add a new Knowledge Base

Without this, teammates cannot create a new Knowledge base

Able to update and test AI settings

Without this, teammates cannot update or test the AI settings of a Knowledge base

Flows

Able to view

Without this, teammates cannot access to Flows

Able to create a new Flow

Without this, teammates cannot create a new Flows

Able to edit a Flow

Without this, teammates cannot edit a Flow

Able to delete

Without this, teammates cannot delete a Flow

Able to test

Without this, teammates cannot test Flows

Able to duplicate

Without this, teammates cannot duplicate Flows

Able to share

Without this, teammates cannot get the links to share Flows

Able to export

Without this, teammates cannot export Flows

Able to copy Webhooks URL

Without this, teammates cannot copy Webhooks URL

Able to enable/disable Webhooks

Without this, teammates cannot enable/disable Webhooks

Able to delete Webhooks

Without this, teammates cannot delete Webhooks

Contacts

Able to view

Without this, teammates cannot access to Contacts

Able to export

Without this, teammates cannot export the contacts list

Able to trash

Without this, teammates cannot trash contacts. Contacts in the trash (Trashed contacts) can be permanently deleted or restored

Able to restore

Without this, teammates cannot restore a trashed contacts

Able to delete

Without this, teammates cannot delete permanently a trashed contacts

Able to update

Without this, teammates cannot add or update contacts metadata in Contacts > Contact details

Without this, teammates cannot add or update contact metadata in Conversation details > Profile tab

Able to ban visitor

Without this, teammates cannot ban a visitor. The feature to ban a visitor is in Conversation details

Able to unban visitor

Without this, teammates cannot unban a visitor. The feature to unban a visitor is in Settings > Project Settings > Banned visitors Tab (Note: the teammate must to have the permission "Able to view Banned visitors" available in Roles > New Role / Edit Role > Project settings section)