People and permission sets
← All help
Everyday work
Working the ticket queue
The bell: what it tells you
Undoing a ticket you moved by mistake
Getting tagged in Slack
Finding what just changed
Right-click a ticket to deal with it
Reading a call transcript
Features you can turn on and off
Call transcription
Transcript enrichment
Ticket detection
AI-answered call tickets
/todo notes make tickets
Unanswered-call tickets
Turning features on and off
How to add someone and choose what they can see.
Everyone who signs in is matched to a permission set that decides which tabs and actions they get.
- Go to **Settings → Users**.
- Add the person by the email address they sign in with.
- Pick their permission set.
The built-in sets
- CSR — the day-to-day queue and the screens around it.
- Admin — everything a CSR sees, plus settings and people.
- Developer — everything, including the technical pages.
ⓘThe platform will not let you remove the last developer. That's deliberate — it's what stops everyone getting locked out.