Roles and Permissions

For an introduction to Roles and Permissions, see App Settings, Roles, and Permissions.
The following table presents the permissions and their enumeration values, together with the API endpoints for which each permission is required. Except where noted, agents with the Admin role have all permissions, including those marked Admin, Agent, or Viewer. Agents with the Agent role have all permissions marked Agent or Viewer. Agents with the Viewer role have permissions marked Viewer.

All users and agents can access endpoints that do not require a permission; however, for some of these endpoints, a specific user must be associated with the authentication token, as described in App Settings, Roles, and Permissions. In addition, some endpoints do not require a specific permission but they can be accessed only by any agent (see Actions Available to Any Agent, below).
App Settings Permissions
You can configure app settings to restrict access to specific endpoints. Agents cannot access these endpoints, regardless of their role/permissions.
In the following tables, endpoints listed in bold font require a user-specific authorization token; they cannot be accessed using a general authorization token.

Article and Category Permissions

Permission
Value
Notes
Role
Endpoints
ACCESS_KNOWLEDGEBASE
10
Access the public knowledge base
Viewer

FETCH_ARTICLES
20
View articles
Viewer
- Get Extended Article Information
- Get List of Article Versions
- Search for Articles (Agent)
- Search for Articles by Ticket
- Get the Number of Articles in a Category
- Get Article Task Information
- Get All Article Tasks
- Get a Count of an Article's Tasks
- Get Article Note
- Get All Article Notes
CREATE_ARTICLES
30
Add and edit articles
Agent
- Add Article
- Get Article Preview
- Add Article Translations
- Restore Deleted Article
- Update Article Category
- Move All Articles from One Category to Another
- Update Article Type
- Update Article Resolution
- Update Article Title and/or Content
- Update Article Phrases
- Update Article Labels
- Merge Articles
- Sort Articles in a Category
- Delete All Articles in a Category
- Add Article Relation
- Delete Article Relation
- Sort an Article's Related Articles
- Get an Article's Related Articles (Agent)
- Add Article Task
- Update Article Task
- Complete Article Task
- Open / Reopen Article Task
- Delete an Article Task
- Delete One or More Article Tasks
- Update Article Note
- Delete Article Note
- Add Article Note
- Add Article Task Note
- Update Article Task Note
- Delete Article Task Note
PUBLISH_ARTICLES
40

Agent
- Publish Article
- Unpublish Article
DELETE_ARTICLES
50

Agent
- Delete Article
ACCESS_CATEGORIES
60
View categories
Viewer

FETCH_CATEGORIES
70
View category information
Viewer
- Get List of Categories (Agent)
- Follow a Category
- Unfollow a Category
- Get Whether You Are Following a Category
- Get Whether a Category is Associated with Any Articles
MANAGE_CATEGORIES
80
Add, edit, and delete categories
Admin
- Add (Top-Level) Category
- Add Subcategory
- Update Category
- Delete Category
- Move a Category
- Sort Categories

Ticket Permissions

Permission
Value
Notes
Role
Endpoints
ACCESS_TICKETS
90

Viewer

FETCH_TICKETS
100

Viewer
- Get a Ticket by ID
- Get a Ticket by Ticket Reference Number
- Get Ticket Replies for a Ticket
- Get All Ticket Replies Between Specific Times
- Get a Ticket's Timeline (Agent)
- Get a Ticket's Related Articles (Agent)
- Search Tickets (Agent)
- Get List of Users Who Follow a Ticket
- Get Whether You Follow a Ticket (Agent)
- Follow a Ticket
- Unfollow a Ticket
- Get List of Users Who Follow a Ticket
FETCH_TICKET_VIEWS
109
View saved filters
Viewer
- Get the Number of Tickets Matching One or More Saved Filters
MANAGE_TICKET_VIEWS
110
Manage saved filters
Admin

CREATE_TICKETS
120

Agent
- Add a Guest (Unauthenticated User) Ticket
- Add an Agent-Initiated Ticket
- Add a Ticket as an Agent on Behalf of a User
- Convert a User Reply Into a New Ticket
FILTER_TICKETS
130
Search for or filter tickets, view tickets of a saved filter
Agent

CREATE_PHONE_TICKETS
140
Add a phone callback request ticket
Agent
CREATE_AGENT_REPLIES
150

Agent
- Add Agent Reply or Internal Note to a Ticket
- Add Agent Replies or Internal Notes to One or More Tickets
MANAGE_TICKETS
160

Agent
- Delete a Ticket
- Delete One or More Tickets
- Delete a Ticket Reply
- Update a Ticket's Subject and (Optionally) Contents
- Update One or More Ticket's Company
- Remove a Ticket's Attachments
- Remove a Ticket Reply's Attachments
- Update Contents of a Ticket Reply
- Change a Ticket's User (Transfer a Ticket)
- Move a Reply to a Different Ticket
- Authenticate a Ticket
BASIC_TICKET_ACTIONS
161

Agent
- Update Custom Field Values For a Specific Item [Tickets]
- Update a Ticket's Status
- Update Status of One or More Tickets
-- Update a Ticket's Locale
- Update Locale of One or More Tickets
- Update a Ticket's Priority
- Update Priority of One or More Tickets
- Update a Ticket's Labels
- Update Labels of One or More Tickets
- Assign a Ticket
- Assign One or More Tickets
- Unassign a Ticket
- Unassign One or More Tickets
- Add Related Articles to a Ticket
- Add Related Articles to One or More Tickets
- Remove Related Articles from a Ticket
- Remove Related Articles from One or More Tickets
- Mark a Ticket as Not Spam
- Mark One or More Tickets as Not Spam
- Mark A Ticket as Spam
- Mark One or More Tickets as Spam
- Add a User Note
FETCH_SAVED_REPLIES
170
View saved replies
Viewer
- Get a Published Saved Reply
- Get a Saved Reply
- Search for Published Saved Replies
- Search for Published Saved Replies
- Get List of Saved Reply Shortcuts
- Get a Saved Reply's Translation Tasks
- Get a Translation Task for a Saved Reply
MANAGE_SAVED_REPLIES
180
Manage saved replies
Admin

Chat Permissions

Permission
Value
Notes
Role
Endpoints
ACCESS_CHAT
190

Viewer

FETCH_CHAT_TICKETS
200

Viewer

PARTICIPATE_IN_CHATS
210

Agent

FILTER_CHATS
220

Agent

FETCH_CHAT_VIEWS
229

Viewer

MANAGE_CHAT_VIEWS
230

Admin

Call Center Permissions

Permission
Value
Notes
Role
Endpoints
ACCESS_CALLCENTER
240

Viewer

OPERATE_CALLS
245

Agent

FETCH_CALLS
250

Viewer

BE_ASSIGNED_TO_QUEUES_AND_TAKE_CALLS
260

Agent

PERFORM_OUTBOUND_CALLS
270

Agent

AUDIT_LIVE_CALLS
280

Agent

AUDIT_CALL_RECORDINGS
290

Agent

MANAGE_QUEUE_ASSIGNMENTS
300

Admin

DELETE_CALL_RECORDINGS
310

Admin

FETCH_CALL_RECORDINGS
320

Agent

User and Company Permissions

Permission
Value
Notes
Role
Endpoints
ACCESS_CONTACTS
330

Viewer

FETCH_CONTACTS
340
View user information
Viewer
- Get a User's Information by User ID
- Get a User's Information by Email Address
- Get an SSO User's Information by External ID
- Get a User's Ban Information
- Search for Users
- Get User Ticket Counts
- Get a User's Notes
MANAGE_CONTACTS
350
Manage user information
Agent
- Add User
- Update a User
- Update (or Add) Unauthenticated User
- Update an SSO User
- Ban a User
- Remove a User Ban
- Add Company to One or More Users
- Update Custom Field Values For a Specific Item [Users]
ACCESS_COMPANIES
360

Viewer

FETCH_COMPANIES
370

Viewer
- Get List of Companies
- Get Company Information
- Search Companies
MANAGE_COMPANIES
380

Admin
- Add Company
- Add Companies in Bulk
- Update Company
- Delete Company

Insight Permissions

Permission
Value
Notes
Role
Endpoints
FETCH_INSIGHTS
390

Viewer

FETCH_TEAM_PERFORMANCE
400

Agents with Viewer or Admin roles have this permission. Agents with Agent role do not.

Settings Permissions

Permission
Value
Notes
Role
Endpoints
MANAGE_HELP_CENTER_SETTINGS
410

Admin

FETCH_CALLCENTER_SETTINGS
420

Viewer

MANAGE_CALLCENTER_SETTINGS
430

Admin

FETCH_WIDGET
440

Viewer

MANAGE_WIDGET
450

Admin

FETCH_MAILBOXES
460

Viewer

MANAGE_MAILBOXES
470

Admin

MANAGE_FACEBOOK_SETTINGS
480

Admin

FETCH_TICKETS_CUSTOM_FIELDS
490

Viewer
- Get Custom Field Information (Admin) [Tickets]
- Get All Custom Fields (Admin) [Tickets]
MANAGE_TICKETS_CUSTOM_FIELDS
500

Admin
- Add Custom Field [Tickets]
- Update Custom Field Name or Data Type [Tickets]
- Delete Custom Field [Tickets]
FETCH_USERS_CUSTOM_FIELDS
510

Viewer
- Get Custom Field Information (Admin) [Users]
- Get All Custom Fields (Admin) [Users]
MANAGE_USERS_CUSTOM_FIELDS
520

Admin
- Add Custom Field [Users]
- Update Custom Field Name or Data Type [Users]
- Delete Custom Field [Users]
FETCH_COMPANIES_CUSTOM_FIELDS
530

Viewer
- Get Custom Field Information (Admin) [Companies]
- Get All Custom Fields (Admin) [Companies]
MANAGE_COMPANIES_CUSTOM_FIELDS
540

Admin
- Add Custom Field [Companies]
- Update Custom Field Name or Data Type [Companies]
- Update Custom Field Values For a Specific Item [Companies]
- Delete Custom Field [Companies]
FETCH_AGENTS_CUSTOM_FIELDS
550

Viewer
- Get Custom Field Information (Admin) [Agents]
- Get All Custom Fields (Admin) [Agents]
MANAGE_AGENTS_CUSTOM_FIELDS
560

Admin
- Add Custom Field [Agents]
- Update Custom Field Name or Data Type [Agents]
- Update Custom Field Values For a Specific Item [Agents]
- Delete Custom Field [Agents]
MANAGE_RULE_ENGINE
570

Admin

MANAGE_EMAIL_TEMPLATES
580

Admin

MANAGE_WEBHOOKS_AND_API_SETTINGS
590

Admin

FETCH_INTEGRATIONS
600

Viewer

MANAGE_INTEGRATIONS
610

Admin

FETCH_LABELS
620

Viewer
- Get Labels
- Get Label Information
MANAGE_LABELS
630

Admin
- Add Label
- Update Label
- Delete Label
- Restore Deleted Label
- Sort Labels
FETCH_TEAM_MEMBERS
640

Viewer
- Synchronize Agent Chat Data
- Get List of Agents
- Get Agent Information
- Get My Agent Information
- Get an Agent's Groups
- Get Agents by Criteria
- Get Team Information
- Get All Teams
- Get Location Information
- Get All Locations
MANAGE_TEAM_MEMBERS
650

Admin
- Invite a User to Become an Agent
- Revoke an Agent Invitation
- Change Agent Role
- Remove Agent by ID
- Remove Agent by Email Address
- Update Agent Data
- Delete Agent Data
- Configure Teams
- Configure Locations
MANAGE_ROLES_AND_PERMISSIONS
660

Admin

FETCH_MACROS
670

Viewer

MANAGE_MACROS
680

Admin

FETCH_ACCOUNT_SETTINGS
690

Viewer

MANAGE_ACCOUNT_SETTINGS
700

Admin

FETCH_SLA
710

Viewer

MANAGE_SLA
720

Admin

FETCH_WHATSAPP
730

Viewer

MANAGE_WHATSAPP
740

Admin

END_HANDLE_TICKET_SESSIONS
750

Admin

FETCH_CSAT_SETTINGS
760

Viewer

MANAGE_CSAT_SETTINGS
770

Admin

FETCH_CONTROL_ROOM
780



Actions Available to Any Agent

The following actions do not require specific permission, but are available only to agents (with any role).
  • Agents:
    • Change Your Agent Visibility Status
    • Change Your Agent Channel
  • Saved Replies:
    • Add a Saved Reply
    • Update a Saved Reply
    • Share a Saved Reply
    • Delete a Saved Reply
    • Add a Translation Task for a Saved Reply
    • Add a Translation Task Note for a Saved Reply
    • Update a Translation Task Note for a Saved Reply
    • Delete a Translation Task Note for a Saved Reply
  • Users:
    • Update a User Note
    • Delete a User Note