There are three levels of user in RequestTrackerPro, each with varying levels of access and control over your deployment:
- User: ground-level customer support agent. Can respond to and create customer tickets and use many customer-facing features, but very little access to admin controls.
- Manager: supervisor-level support agent. Can do everything that Users can, but can also see additional data about ticket responses, create new users, and rules.
- Admin: administrator-level support agent, with full control over every aspect of a RequestTrackerPro deployment.
Consult the table below for a comprehensive list of what each role can do.
|
Admin and Management Settings |
Admins |
Manager |
|
User Management |
• |
• |
|
Department Management |
• |
• |
|
Heatmap Management |
• |
• |
|
Rule Management |
• |
• |
|
Queue Management |
• |
|
|
Category Management |
• |
|
|
Create Bulletins |
• |
|
|
API & SMS Management |
• |
|
|
Session Timeout |
• |
|
|
See Logged In Users |
• |
|
|
Canned Response Management |
• |
Edit, but not create |
Additionally, some features in RequestTrackerPro are available only to admins and managers, but not to user agents. Consult the table below for a list of what features each user level can access.
|
Feature |
Admins & Managers |
Users |
|
Home Data Panel |
• |
|
|
Queue |
• |
• |
|
Search |
• |
• |
|
Create Ticket |
• |
• |
|
Take Call |
• |
• |
|
Follow Up Calendar |
• |
• |
|
Subscribe List |
• |
• |
|
Task List |
• |
Edit, but not create |
|
My Canned Response |
• |
• |
|
Reporting |
• |