Fine-Tune Permissions
Roles give every teammate a sensible starting point, but sometimes you need something more specific — an agent who can respond but never close tickets, or a team lead who should also export reports. TixTalk lets you fine-tune permissions for each teammate individually, so access always matches the job.
How Permissions Work
When you invite someone, they inherit the default permissions for their role. You can override any of these on their team member profile without changing their role. Each setting is an on/off switch grouped by area.
Ticket Permissions
View tickets — See tickets in the workspace.
Edit tickets — Update ticket details.
Assign tickets — Route tickets to teammates.
Close tickets — Mark tickets as resolved.
Delete tickets — Permanently remove tickets (typically reserved for Owners and Admins).
Live Chat Permissions
View live chat — See active and past chat conversations.
Respond in live chat — Reply to customers in real time.
Transfer chat — Hand a chat off to another teammate.
Knowledge Base, Reports, and Management
View knowledge base and Edit knowledge base — Read or author help articles.
View reports and Export data — See analytics or download data for outside use.
Manage team, Manage settings, and Manage billing — Administrative controls, usually limited to Owners and Admins.
Adjust Someone's Permissions
Open your Team settings and select the teammate.
Review their current permissions, grouped by area.
Toggle any permission on or off to match what they should be able to do.
Save your changes — they take effect right away.
A quick tip: start from the closest role, then adjust only the one or two switches you need. This keeps access predictable and easy to audit as your team grows.
