🔐Permissions

Multiple roles and permissions control access to FIRST LINE features. This allows you to quickly and conveniently define role assignments that suit your company structure and workflow.

View and Edit

Enter the management interface via "Permissions" in the "Apps" menu, where you can create and edit staff access permissions yourself.

System Default Permissions

The system defaults to "Agent", "Supervisor", "Admin" and the special role "Sponsor". These four default roles can only view the permissions they have and cannot be edited or deleted. Their meanings are as follows:

Name	Description
Agent	Basic permissions, possessing fundamental functions related to the entire service process, such as "Tickets", "Customers", "Companies", etc.
Supervisor	In addition to basic agent permissions, can access management tools such as statistics and dashboards.
Admin	The system's highest-level permissions; has all system functional permissions.
Sponsor	Sponsor is a unique role designed for BPO (Business Process Outsourcing) and can only view a limited set of items.

Add Permission

Using the add feature, you can create permission roles specific to your company. The settings page includes "Name" and "Description" fields to help you distinguish between different permissions.

For example, you can add a permission named "Knowledge Base Maintainer" and, besides granting the customer service workflow functions, also add "Knowledge Base Create", "Knowledge Base Update", and "Knowledge Base Delete" permissions for specific agents to help administrators build a complete knowledge base.

You must plan carefully when granting permissions to others.

For example, if you only give agents the "Customers" view permission for "Only those created by the employee themself" while giving "Tickets" the view permission for "Everyone", it will create information asymmetry, because when an agent views“Customers”theywill only list the customers they are responsible for, but when it comes to“Tickets”itlists everyone's ticketsthe agent will find it difficult to distinguish and may easily be misled.

Members

The "Members" section allows you to manage and assign agents, adjusting permissions for specific employees.

An agent can have multiple permission roles simultaneously, and allowed permissions take precedence over denied permissions. If an agent holds multiple identities, allowed permissions will be prioritized.

Manage the agents belonging to the group.

Permission Details

The "Permissions" section lets you customize the functions you plan. It is divided into items such as "Customers", "Companies", "Tickets", etc., and each item typically has multiple scopes to choose from.