🔐Permissions

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

View and Edit

Through the "Permissions" option in the "Applications" menu, you can enter the management interface and independently create and edit employees' access permissions.

System Default Permissions

The system's default "Agent," "Supervisor," "Admin," and special "Sponsor" permissions: these four default roles can only view the permissions they have, but cannot edit or delete them. Their meanings are as follows:

Name	Content
Agent	Basic permissions, covering the fundamental functions related to the entire service workflow, such as "Tickets," "Customers," "Companies," etc.
Supervisor	In addition to the basic agent permissions, can view management tools such as statistics and dashboards.
Admin	The highest system permission, with all system function permissions.
Sponsor	The sponsor is a unique role designed for BPO (business process outsourcing) and can only view a small number of items.

Add Permission

Through the add function, you can create permission roles for your own company. The settings page has "Name" and "Description" fields, which help you distinguish permission differences.

For example, you can add a permission named "Knowledge Base Maintainer," and in addition to the functions required for the customer service process, also add the "Knowledge Base Create," "Knowledge Base Update," and "Knowledge Base Delete" permissions for specific agents to help management build a complete knowledge base.

You must carefully consider and plan when granting permissions to others.

For example, if you only give agents permission to view "Customers" created by "employees themselves," while giving "Tickets" permission to view those created by "everyone," it will create information asymmetry, because when agents are viewing"Customers"whenonly the customers they are responsible for will be listedbut when it comes to"Tickets"howeverall tickets will be listedagents will have difficulty distinguishing them and may easily misunderstand.

Members

In the "Members" section, you can manage and assign agents, and adjust permissions for specific employees.

An agent can have multiple permission roles at the same time, and allowed permissions take precedence over denied permissions. If an agent has multiple identities at once, allowed permissions will take priority.

Manage the agents under your purview.

Permission Details

The "Permissions" section lets you customize the functions you have planned, divided into items such as "Customers," "Companies," "Tickets," etc.; each item has multiple scopes to choose from.