Permissions & Roles

Overview

Core uses role-based access control (RBAC) to manage what users can see and do. Assign roles to team members to grant appropriate permissions based on their responsibilities.

Built-in Roles

Role Hierarchy

Core includes these built-in roles, from most to least permissive:

Owner

The workspace owner can:

• Everything Super Admin can do
• Manage billing and subscriptions
• Delete the workspace
• Transfer ownership

Only one owner per workspace.

Super Admin

Super Admins can:

• Everything Admin can do
• Manage all users including Admins
• Access all settings
• Cannot access billing or delete workspace

Admin

Admins can:

• Manage users (except Admins/Super Admins)
• Configure settings and integrations
• Access all tickets and customers
• Generate all reports
• Manage automations

Manager

Managers can:

• View and manage team workload
• Run performance reports
• Assign and reassign tickets
• Access limited settings
• Cannot modify user roles or critical settings

Technician

Technicians can:

• View and work on tickets
• Log time entries
• Access knowledge base — create and edit articles, manage spaces
• View customer information
• Update their own profile

Member

Members can:

• View assigned tickets
• Add notes and updates
• Access knowledge base
• Limited customer visibility
• Cannot view contracts or financial records

Billing Administrator

Billing Administrators can:

• View all time entries across the tenant
• Create, edit, and delete contracts and contract links
• Create, edit, and delete financial records and billing units
• Create and export reports
• View customers, contacts, projects, and tickets (read-only for these)
• Cannot manage user roles, system settings, or tenant billing

Billing (Read-only)

Billing (Read-only) users can:

• View all time entries across the tenant
• View customers, contracts, financial data, and reports
• Export customers and reports
• Track their own time
• Cannot create or edit any data; useful for billing coordinators or auditors

Observer

Observers can:

• Read-only access to tickets
• View reports (no export)
• Cannot create or modify data
• Useful for auditors or stakeholders

Permissions

Permission Categories

Permissions are organized by area:

Permission Levels

Each permission can have levels:

• None: No access
• Read: View only
• Write: Create and edit
• Manage: Full control including delete
• Own: Access to own items only

Common Permissions

Assigning Roles

Setting User Role

Assign a role to a team member:

1. Go to Settings > Team
2. Click on the user
3. Select Edit Role
4. Choose the new role
5. Save changes

Changes take effect immediately.

Role Change Restrictions

• Users cannot elevate their own role
• Users cannot manage users at their level or above
• Owner role requires ownership transfer
• Some changes require confirmation

Built-in Roles Are Fixed

Core uses a fixed set of built-in roles. You cannot create or delete roles; you assign one of the built-in roles to each team member. To change what a role can do, an owner would need to update the application configuration (role-permission mappings are maintained by your administrator or support).

Practical Examples

Dispatcher Role

Create a role for ticket dispatchers:

Permissions:
- tickets:read ✓
- tickets:assign ✓
- tickets:update (status only) ✓
- customers:read ✓
- users:view ✓
- reports:view ✓

Account Manager Role

For client relationship managers:

Permissions:
- tickets:read ✓
- tickets:create ✓
- customers:read ✓
- customers:manage ✓
- reports:view ✓
- reports:export ✓
- projects:read ✓

Junior Technician Role

Limited technician access:

Permissions:
- tickets:read ✓
- tickets:update (own only) ✓
- time:track ✓
- assets:read ✓
- knowledge:read ✓

Team Organization

Groups

Organize users into groups:

1. Go to Settings > Groups
2. Create groups (e.g., "Level 1 Support", "Projects Team")
3. Add users to groups
4. Use groups for assignment and reporting

Permission Inheritance

Users receive permissions from:

1. Their assigned role (primary)
2. Group memberships (additive)
3. Direct grants (exceptions)

More permissive wins - if any source grants permission, user has it.

Security Best Practices

Principle of Least Privilege

• Grant minimum permissions needed
• Start restrictive, add as needed
• Regular permission audits

Access Reviews

Periodically review access:

1. Run user permission report
2. Check for excessive access
3. Remove unnecessary permissions
4. Document changes

Separation of Duties

For sensitive operations:

• Different users for create vs approve
• Billing access limited to finance
• Critical settings require Admin

Audit Trail

Permission Changes

Track permission modifications:

1. Go to Settings > Audit Log
2. Filter by "Permission" or "Role"
3. See who changed what and when

Access Logs

Monitor user access:

• Login events
• Failed login attempts
• Permission denied events
• Sensitive action logging

See also

• Team Management
• Workspace Settings