Every team member in a project has a role, and every role is a set of granular permissions. All permission checks are enforced on the backend; the UI only hides what you cannot do anyway.
Built-in roles
| Role | Description |
|---|
| Owner | Full access to every permission. The owner cannot be removed from the project. |
| Admin | Everything except disconnecting GitHub, removing Tebex stores, and deleting the project. |
| Staff | Handles tickets day to day: reply, assign, change status, use AI tools, view CSAT, but no team, role, or settings management. |
Admin and Staff are created with every project as sensible defaults. Only the Owner role is locked; the others can be adjusted like custom roles.
Custom roles
You can create custom roles with any combination of the permissions below. Roles have a position that defines their hierarchy, and the Reorder roles (change hierarchy) permission controls who can change that hierarchy.
Permission reference
Tickets
| Permission | What it allows |
|---|
| View all tickets | View all tickets in the project |
| Create tickets | Create tickets |
| Update tickets | Update tickets |
| Delete tickets | Delete tickets |
| Assign tickets | Assign tickets to team members |
| Change ticket status | Change ticket status |
| Change ticket priority | Change ticket priority |
| Delete auto-assignment rules | Review and delete the legacy auto-assignment rules, replaced by automation workflows |
| Use AI to generate response suggestions | Use AI to generate response suggestions, and (together with Approve or reject pending AI messages) ask the AI for changes on a pending draft |
| View ticket settings | View ticket settings |
| Update ticket settings | Update ticket settings |
| Manage GitHub issues on tickets | Create, link, and unlink GitHub issues from tickets |
The View all tickets effect: this permission decides ticket visibility. With it, a member sees every ticket in the project. Without it, they only see tickets they are assigned to, useful for external collaborators or trainees who should only work their own queue.
The restriction covers reading and writing alike: a member limited to their assignments cannot post a message, change read state, or assign somebody on a ticket outside their queue — including assigning themselves to reach it. It also applies to the real-time connection, so the ticket's live updates are never delivered for a ticket they cannot open.
Messages
| Permission | What it allows |
|---|
| Send messages | Send messages |
| Send internal notes | Send internal notes (never visible to customers) |
| Edit own messages | Edit own messages |
| Delete own messages | Delete own messages |
| Delete any message | Delete any message |
Team
| Permission | What it allows |
|---|
| View team members | View team members |
| Invite team members | Invite team members |
| Remove team members | Remove team members |
| Change member roles | Change member roles |
Roles
| Permission | What it allows |
|---|
| View custom roles | View custom roles |
| Create custom roles | Create custom roles |
| Update custom roles | Update custom roles |
| Delete custom roles | Delete custom roles |
| Reorder roles (change hierarchy) | Reorder roles (change hierarchy) |
Integrations
| Permission | What it allows |
|---|
| View integrations | View integrations |
| Configure GitHub integration | Configure the GitHub integration |
| Disconnect GitHub | Disconnect GitHub |
| Configure Discord integration | Configure the Discord integration |
| Send portal embed to Discord channels | Send the portal embed to Discord channels |
Project
| Permission | What it allows |
|---|
| View project settings | View project settings |
| Update project settings | Update project settings |
| Delete project | Delete the project |
AI
| Permission | What it allows |
|---|
| View AI settings and usage | View AI settings and usage |
| Configure AI settings and schedule | Configure AI settings and schedule |
| Add/delete knowledge entries | Add and delete knowledge entries |
| Generate knowledge from ticket conversations | Generate knowledge from ticket conversations |
| Approve or reject pending AI messages | Approve or reject pending AI messages, browse their versions and restore one |
| Toggle AI auto-response on/off for individual tickets | Toggle AI auto-response per ticket |
Commands
| Permission | What it allows |
|---|
| Manage chat command settings | Manage chat command settings |
| Create and edit commands shared with the whole project | Create and edit commands shared with the whole project |
Tebex
| Permission | What it allows |
|---|
| Add Tebex stores | Add Tebex stores |
| Update Tebex stores | Update Tebex stores |
| Remove Tebex stores | Remove Tebex stores |
| Create Tebex coupons from tickets | Create Tebex coupons from tickets |
| Revoke Tebex coupons from tickets | Revoke Tebex coupons from tickets |
| Create Tebex gift cards from tickets | Create Tebex gift cards from tickets |
| Revoke Tebex gift cards from tickets | Revoke Tebex gift cards from tickets |
| View a customer's purchases and orders from a ticket | View a customer's purchases and orders from a ticket |
| Create Tebex manual payments (deliver packages for free) from tickets | Create Tebex manual payments from tickets, delivering packages to a player for free |
| Send Tebex payment links from tickets | Send Tebex payment links from tickets, and cancel them or check their payment |
CSAT
| Permission | What it allows |
|---|
| View CSAT analytics and survey responses | View CSAT analytics and survey responses |
| Configure CSAT settings | Configure CSAT settings |
Automations
| Permission | What it allows |
|---|
| View automation workflows and run history | View automation workflows and their run history |
| Create, update, and delete automation workflows | Create, update, and delete automation workflows, and migrate the legacy auto-assignment rules into workflows |
| Create and edit workflows shared with the whole project | Create and edit workflows shared with the whole project. Without it, a member only manages private command workflows |