Roles and designations
The three Helpdesk roles, the two designations on top of them, and how customers sign in.
Every person on the desk holds one Helpdesk role. Two designations add specific rights on top. Customers hold no role at all.
The three roles
| Role | In short |
|---|---|
| Application Administrator | Works the desk and configures it under Application Management. |
| User | Works the desk: tickets, replies, customers, time, the Planner. |
| Viewer | Reads everything, changes nothing. |
A Tenant Admin grants the role in the Juvaro Tenant Portal. See Access and roles for the full table of who can do what.
The two designations
- Manager
- Plans other people's work in the Planner and opens Technician schedules.
- Billing
- Locks, bills, unlocks and exports on the Billing page, and manages customer money: prepaid hours and customer rates.
An Application Administrator gives both under Application ManagementUsers.
Customers
Customers never hold a role. A contact signs in to the customer portal with a one-time code sent to their email; there are no passwords. See Signing in with a code.