Users and Agent Roles

Users of your Helpy can be one of several different roles: Browsers, Users, Editors, Agents and Admins.  Read on to get a better understanding of the difference in these roles and which has the privilege to do what:

The most basic role is the browser.  This represents anyone on the web accessing your site. Browsing users have the ability to search and read KB articles and public community discussions.  A browser can contact support or post to the community provided they pass a robot spam check (if enabled.)  Upon posting, a user account will be generated for them.

A user is someone who has either registered through the support portal, someone who has created a post and confirmed their account, or someone who has logged in or registered via SSO or OAuth.  A user is logged in to the system, and can freely post messages and reply to community discussions and support tickets.  They are also able to vote for community threads.

An editor is the least privileged admin role, and has the ability to author and administer the knowledgebase only.  A user of this type will see a simplified admin interface when they log in, giving them tools needed to write or translate documentation only.

The agent is the workhorse of the admin experience.  Agents are able to do everything with managing tickets and community posts.  They can create tickets, reply to existing threads, change statuses and assign tickets to other agents or admins.  They are not able to change user roles, or change site settings however.

An admin has full authority to do everything in Helpy.  In addition to managing the knowledgebase, discussions and communities, they can also manage the support team (create and remove agents and editors) and access the settings panel to configure the entire system.

Best Practices:

Most support teams will be made up primarily of agents, with one or two admins.  Keep in mind that admins have full authority to do everything and creating them should be done with caution.

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