Portal roles
Per-company roles for end-users (user vs agent) on the customer portal.
Inside a customer company (e.g. Acme), not everyone has the same portal powers. Roles are per company on the end-user record.
Typical roles
| Role | Usually can |
|---|---|
| User | Create requests, view allowed tickets, reply, watch |
| Agent | Everything users can, plus company-side triage (status on Your team board) and escalate when two-tier is on |
| Admin (when enabled) | Company-side settings such as labels / company workflow — if the vendor exposed them |
Hosts set roles when upserting end-users (or staff set them under Users). A person in multiple companies can have different roles per company.
What roles do not grant
- Staff dashboard login
- Reading internal tickets or internal notes from the vendor
- Changing provider-owned status after escalation