Access and roles
Grant Helpdesk roles, see who is on the desk, and give the Manager and Billing designations.
Who can do thisTenant AdminApplication Administrator
Every person who uses Helpdesk holds exactly one of three roles. The role shows under the person's name in the app.
| Role | What it allows |
|---|---|
| Application Administrator | Everything a User can do, plus Application Management, deleting tickets, the report Builder and report delivery. |
| User | Works the desk: tickets, replies, customers, contacts, email domains, Unmatched email, knowledge articles and the Planner. |
| Viewer | Reads everything: tickets, customers, Unmatched email, the Billing page, Reports Overview and Library. Changes nothing and has no Planner. |
A person with none of the three sees "No Helpdesk role" under their name and the message "No Helpdesk access in this workspace".
Grant a Helpdesk role
Roles are granted in the Juvaro Tenant Portal by a Tenant Admin.
- In the Tenant Portal, open Users & access and open the person.
- Under Application access, give them a Helpdesk seat and choose Application Administrator, User or Viewer.
- Save. The person opens Helpdesk once, and that first visit adds them to the desk's roster.
- A seat without a role gives no access. The Tenant Portal reminds you: "Pick a role for each app you've given a seat".
- The workspace needs a Helpdesk subscription or trial with free seats. Otherwise the grant is refused with "No entitlement", "Trial expired" or "No seats available".
- A person holds one Helpdesk role at a time.
A role change can take up to about 5 minutes to reach the person. Signing out and in again does not speed it up, so give it a few minutes before you troubleshoot.
See who is on the desk
Application ManagementUsersConsultants lists everyone with a Helpdesk seat: Name, Email and Status (Active or Inactive). The list is read-only; to add someone, give them a seat in the Tenant Portal. Inactive people stay on the list so older tickets still show who worked them.
Make someone a Manager
A Manager may open Technician schedules and plan other people's work in the Planner. Administrators can always do both.
- Open Application ManagementUsersManagers.
- Click Add manager, then Choose an agent, and confirm.
Remove takes the designation away again ("Removed. Nothing else changed.").
Give someone the Billing permission
The Billing designation lets a person lock, bill, unlock and export on the Billing page. It also lets them sell, correct and void prepaid hours and set customer rates for every customer.
- Open Application ManagementUsersBilling.
- Tick Billing next to the person in the list of active agents. It takes effect at once.
- It only counts for an active person with the User or Application Administrator role, and it is cleared if they lose that role.
- A plain Application Administrator can use the Billing page actions but cannot manage prepaid hours or customer rates without this designation.
- For billing rights on specific customers only, use an account role with its Billing switch on. See Customers, contacts and domains.
Normally nobody can give Billing to themselves ("Another administrator must grant Billing to you."). You can always remove Billing from yourself.
A desk with a single administrator is the exception. That administrator may tick Billing for themselves, but only when both the Tenant Portal and the organisation roles show them, and nobody else, as Application Administrator. If either record is missing, slow or disagrees, the usual rule applies. The Billing tab says which case applies to you. Once a second administrator joins, the exception closes; Billing already granted is not taken away.
Who can do what
| Area | Viewer | User | Application Administrator |
|---|---|---|---|
| Application Management | No | No | Yes |
| Delete a ticket, restore from the bin | No | No | Yes |
| Register email domains, act on Unmatched email | No | Yes | Yes |
| Write knowledge articles | No | Yes | Yes |
| Planner | No | Yes | Yes |
| Technician schedules | No | Manager only | Yes |
| Billing page, read | Yes | Yes | Yes |
| Billing page actions: lock, bill, unlock, export | No | With the Billing designation | Yes |
| Reports Overview and Library | Yes | Yes | Yes |
| Reports Builder and delivery | No | No | Yes |