Understanding user roles, permissions, and access control in the Thena platform
Team management
System configuration
User management
Billing and subscriptions
Feature | Org admin | Org user | Lite user | Customer admin | Customer user |
---|---|---|---|---|---|
Ticket Management | |||||
Create tickets | ✅ | ✅ | ❌ | ❌ | ✅ |
View all tickets | ✅ | ✅ | ✅ | ❌ | ❌ |
View assigned tickets | ✅ | ✅ | ✅ | ❌ | ✅ |
Update ticket status | ✅ | ✅ | ❌ | ❌ | ✅ |
Assign tickets | ✅ | ✅ | ❌ | ❌ | ❌ |
Delete tickets | ✅ | ❌ | ❌ | ❌ | ❌ |
Escalate tickets | ✅ | ✅ | ❌ | ❌ | ❌ |
Account Management | |||||
Create accounts | ✅ | ✅ | ❌ | ❌ | ❌ |
View accounts | ✅ | ✅ | ✅ | ❌ | ❌ |
Update accounts | ✅ | ✅ | ❌ | ❌ | ❌ |
Manage customer contacts | ✅ | ✅ | ❌ | ❌ | ❌ |
Add account notes | ✅ | ✅ | ❌ | ❌ | ❌ |
Team Management | |||||
Create teams | ✅ | ❌ | ❌ | ❌ | ❌ |
View teams | ✅ | ✅ | ✅ | ❌ | ❌ |
Add team members | ✅ | ❌ | ❌ | ❌ | ❌ |
Configure team settings | ✅ | ❌ | ❌ | ❌ | ❌ |
Manage routing rules | ✅ | ❌ | ❌ | ❌ | ❌ |
System Configuration | |||||
Manage ticket types | ✅ | ❌ | ❌ | ❌ | ❌ |
Configure custom fields | ✅ | ❌ | ❌ | ❌ | ❌ |
Set up tags | ✅ | ❌ | ❌ | ❌ | ❌ |
Manage forms | ✅ | ❌ | ❌ | ❌ | ❌ |
User Management | |||||
Send invitations | ✅ | ❌ | ❌ | ✅ | ❌ |
Manage user permissions | ✅ | ❌ | ❌ | ✅ | ❌ |
Configure notifications | ✅ | ❌ | ❌ | ✅ | ❌ |
Personal Settings | |||||
Update profile | ✅ | ✅ | ✅ | ✅ | ✅ |
Configure preferences | ✅ | ✅ | ✅ | ✅ | ✅ |
Set availability | ✅ | ✅ | ❌ | ❌ | ❌ |
Customer Portal | |||||
Access customer portal | ❌ | ❌ | ❌ | ✅ | ✅ |
Configure portal settings | ❌ | ❌ | ❌ | ✅ | ❌ |
Use help center | ❌ | ❌ | ❌ | ✅ | ✅ |
Billing & Subscriptions | |||||
View billing | ✅ | ❌ | ❌ | ❌ | ❌ |
Manage subscriptions | ✅ | ❌ | ❌ | ❌ | ❌ |
Access billing portal | ✅ | ❌ | ❌ | ❌ | ❌ |
User registration
Role assignment
Team assignment
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