As CX teams grow, not every manager needs the same level of access to customer tickets.<\/p>\n\n\n\n
A manager responsible for day-to-day ticket handling may need to create, edit, comment, and respond to tickets. A team lead may also need to assign or escalate tickets. Another manager may be responsible for RCA and other higher-level actions.<\/p>\n\n\n\n
When all managers have the same access, it becomes difficult to align permissions with these different responsibilities.<\/p>\n\n\n\n
This is the problem Manager Roles addresses in Closed Loop Feedback.<\/p>\n\n\n\n
Previously, manager access to ticket actions was largely all-or-nothing. Delete access was also handled separately through a dedicated global setting.<\/p>\n\n\n\n
This created two problems.<\/p>\n\n\n\n
First, administrators couldn’t easily define different permission levels for different managers.<\/p>\n\n\n\n
Second, sensitive actions such as deleting tickets couldn’t be restricted to specific groups of managers without changing a broader setting.<\/p>\n\n\n\n
Manager Roles introduces a workspace-level role-based permission model.<\/p>\n\n\n\n
Workspace admins can now create roles, configure their permissions, and assign managers to those roles.<\/p>\n\n\n\n
A manager’s role determines which ticket actions they can see and perform.<\/p>\n\n\n\n
Roles are configured around five permission groups:<\/p>\n\n\n\n
Within these groups, admins can control individual actions such as:<\/p>\n\n\n\n
This allows an organization to create permission sets that reflect how its CX team actually operates.<\/p>\n\n\n\n
For example, an organization could have a Team Lead role with assignment and escalation permissions, while reserving RCA or delete permissions for a more senior role.<\/p>\n\n\n\n
The roles themselves are configurable, so organizations don’t have to fit their team structure into predefined permission levels.<\/p>\n\n\n\n
Not every manager needs a custom role.<\/p>\n\n\n\n
Manager Roles includes a system Default role that administrators can configure.<\/p>\n\n\n\n
Existing and new CX managers are assigned to the Default role when Manager Roles launches. Administrators can then move individual managers to a custom role when their responsibilities require a different permission set.<\/p>\n\n\n\n
This provides a baseline access model without requiring administrators to configure every manager individually.<\/p>\n\n\n\n
Permissions often need to change when people move between responsibilities.<\/p>\n\n\n\n
With Manager Roles, administrators can move a manager between the Default role and custom roles, or between different custom roles.<\/p>\n\n\n\n
Each manager belongs to only one role at a time.<\/p>\n\n\n\n
This means an administrator doesn’t need to rebuild an individual’s permissions whenever their responsibilities change. They can simply move the manager to the appropriate role.<\/p>\n\n\n\n
Custom roles can also be duplicated when an administrator needs to create a similar permission set.<\/p>\n\n\n\n
One of the important changes in Manager Roles is how delete access is handled.<\/p>\n\n\n\n
Previously, delete ticket access was controlled through a separate global setting.<\/p>\n\n\n\n
With Manager Roles, Delete<\/strong> is a permission within the role.<\/p>\n\n\n\n This means an administrator can create a role that has access to delete tickets while keeping that permission disabled for other roles.<\/p>\n\n\n\n The existing Settings \u2192 Delete ticket access<\/strong> entry now directs administrators to Manager Roles, where this permission is managed.<\/p>\n\n\n\n Manager Roles doesn’t only define what permissions look like in Workspace Settings.<\/p>\n\n\n\n The assigned role controls the actions available to managers throughout the CX experience.<\/p>\n\n\n\n Unauthorized actions can be hidden or disabled across areas including:<\/p>\n\n\n\n Permissions are also enforced at the backend level, so restricting an action isn’t dependent only on whether the corresponding UI control is visible.<\/p>\n\n\n\n The underlying problem with broad permissions becomes more noticeable as CX teams become more structured.<\/p>\n\n\n\n When every manager has the same access, the permission model doesn’t necessarily reflect the organization’s operating model.<\/p>\n\n\n\n Manager Roles provides a way to define that operating model explicitly:<\/p>\n\n\n\n Create roles \u2192 define permissions \u2192 assign managers \u2192 manage access as responsibilities change.<\/strong><\/p>\n\n\n\n For workspace administrators, this provides a centralized way to manage manager access.<\/p>\n\n\n\n For CX managers, it means the ticket actions available to them can reflect the responsibilities associated with their role.<\/p>\n\n\n\n Manager Roles is available under Workspace Settings \u2192 Manager Roles<\/strong> in Closed Loop Feedback.<\/p>\n\n\n\n <\/p>\n\n\n\n\n\tPermissions are enforced where managers work<\/strong><\/h2>\n\n\n\n
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Built for growing CX teams<\/strong><\/h2>\n\n\n\n