Introduction
Previously, team access was largely limited to two levels:
- Administrator: Full access to the team management system.
- Supervisor: Limited to managing their assigned teams, with restricted capabilities.
For organizations that need an intermediate level of access, such as allowing users to manage teams without giving them full administrative privileges, you can now add Team Access permissions to a custom role and assign it to the respective users.
To know more about how to create a custom role, refer to this article.
What can Team Permissions control?
When creating or editing a custom role, administrators can explicitly grant Team Access permissions such as:
- Invite Users
- Remove Users
- Create/Delete Teams
- Add/Remove User from Team
- Add/Remove User from Group
- Update Name/Nickname of Agents
- Manage Access to features
- Export Teams
Note: Some permissions, such as deleting default teams or accessing certain Admin-exclusive actions, remain restricted to safeguard system integrity.
How Team Permissions work with Custom Roles
Custom roles are built by explicitly adding specific permissions to a base role. Once the required permissions are granted, the user’s access is expanded accordingly.
A Supervisor with the additional Team Access permissions can view all teams, rather than being restricted to the teams they are associated with. This is an important distinction from the standard Supervisor experience.
For example, if you create a custom role based on the Supervisor role and want that user to manage all teams, you must explicitly grant the additional Team Access permissions to the custom role.
User removal permissions
Team Permissions also affect which users a custom-role user can remove.
- Supervisors can remove agents only. They cannot remove other Supervisors or users with custom roles.
- A user assigned a custom role with the appropriate Team Access permissions can remove:
- Agents
- Supervisors
- Users with custom roles