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Helpdesk · Reference

Access and permissions

Which permission each Helpdesk screen needs, who may see and change what, and the rules that keep people from approving their own work.

On this page (9)

Permissions by screen

ScreenMenuPermission needed
DashboardHelpdesk > Tickets > Dashboardhelpdesk.view (dashboard, workload); helpdesk.history (analytics); helpdesk.manage (Run SLA check)
All TicketsHelpdesk > Tickets > All Ticketshelpdesk.view
My TicketsHelpdesk > Tickets > My Ticketshelpdesk.view
My TeamHelpdesk > Tickets > My Teamhelpdesk.view
UnassignedHelpdesk > Tickets > Unassignedhelpdesk.view
EscalatedHelpdesk > Queues > Escalatedhelpdesk.view (menu hidden when the 'SLAs and escalation' feature is off)
SLA RiskHelpdesk > Queues > SLA Riskhelpdesk.view (menu hidden when the 'SLAs and escalation' feature is off)
OverdueHelpdesk > Queues > Overduehelpdesk.view
Waiting InternalHelpdesk > Queues > Waiting Internalhelpdesk.view
Waiting VendorHelpdesk > Queues > Waiting Vendorhelpdesk.view
Recently UpdatedHelpdesk > Queues > Recently Updatedhelpdesk.view
Ticket recordAny queue > open a ticket / New Tickethelpdesk.view (open), helpdesk.create (new), helpdesk.edit (save, status, reply, note, subtask, link, time, merge), helpdesk.assign, helpdesk.transfer, helpdesk.transfer.accept, helpdesk.escalate, helpdesk.escalate.manager, helpdesk.escalate.vendor, helpdesk.deescalate, helpdesk.collaborator, helpdesk.history
Ticket dialogsTicket record > action buttonsAs the action (see S-12)
TeamsHelpdesk > Configuration > Teamshelpdesk.configure
SLA PoliciesHelpdesk > Configuration > SLA Policieshelpdesk.configure
Routing RulesHelpdesk > Configuration > Routing Ruleshelpdesk.configure
Escalation ChainsHelpdesk > Configuration > Escalation Chainshelpdesk.configure
Helpdesk TypesHelpdesk > Configuration > Helpdesk Typeshelpdesk.configure
CategoriesHelpdesk > Configuration > Categorieshelpdesk.configure
SkillsHelpdesk > Configuration > Skillshelpdesk.configure (menu hidden when 'Skills and workload routing' is off)
Helpdesk featuresApplications > Helpdesk > FeaturesCompany administrator (app configuration)
Helpdesk field settingsApplications > Helpdesk > FieldsCompany administrator (app configuration)

All helpdesk screens

RuleWhat the system does
helpdesk.view gates the appMenus hidden; API refused 'You do not have permission for this action.'

Ticket record

RuleWhat the system does
helpdesk.create to raiseNew Ticket, Save
helpdesk.edit to work ticketsTry save, status, reply, note, subtask, link, time, merge
helpdesk.assignAssign button
helpdesk.transfer / transfer.acceptTransfer; accept/reject
helpdesk.escalate / escalate.manager / escalate.vendor / deescalateEscalate L2; Escalate MANAGER; Escalate to vendor; De-escalate
helpdesk.collaboratorAdd collaborating team
Owning side only resolves, closes, cancels, merges, assigns, transfers, de-escalatesTry each

History / Dashboard

RuleWhat the system does
helpdesk.historyOpen History tab; Dashboard analytics

Dashboard

RuleWhat the system does
helpdesk.manage for the SLA sweepRun SLA check

Configuration

RuleWhat the system does
helpdesk.configureOpen Teams, SLA Policies...; call POST config/teams

All

RuleWhat the system does
Company isolationOpen a ticket id, team id, rule id of company B while in A (API too)

Messages

RuleWhat the system does
Note privacyRead as an agent of the owning team

History

RuleWhat the system does
Hand-off log is append-onlyLook for any edit/delete of history rows in the UI or API
Updated 3 October 2026