Understand roles and access

Understand why two users can see different records and actions.

Before you start

A signed-in account.

Steps

1. Identify whether you are acting as a requester, specialist, agent, supervisor or administrator.
2. Check the team and organisation context of the record.
3. Ask an administrator to review your role if the required action is missing.

Expected result

You can describe the access needed without assuming that all users share the same menus.

Important behaviour

AgentHub role and ticket-editing rights are distinct. Access to a conversation does not automatically grant unrestricted access to a specialist incident.

Related guides