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Roles And Permissions Settings In EasyDesk
Ava Adaline
22 February, 2026
Roles and permissions control what each user can access and manage inside EasyDesk. Proper configuration ensures security, avoids operational conflicts, and maintains clear responsibility boundaries across support teams.
You can access role settings from:
Settings → Users & Roles → Roles & Permissions
Role Types in EasyDesk
EasyDesk provides predefined roles to match different operational responsibilities.
Owner
Full system of authority. Owner manages all configurations, billing, users, and permissions without restrictions.
Admin
High-level operational control. Admin manages users, settings, workflows, and knowledge base without billing access.
Group Manager
Team-level authority. Group managers oversee specific groups, assign tickets, and monitor team performance.
Agent
Frontline support role. Agents handle tickets, reply to customers, manage conversations, and access assigned resources.
Collaborator
Limited access role. Collaborators view or comment on conversations without replying to customers directly.
How To View Permissions
Click View Permissions under any role to open the permissions matrix.
The permissions table shows:
Available system actions
Toggle switches for each role
Real-time access control
Changes apply instantly after saving.
Permission Categories Explained
Permissions are grouped by operational modules.
Knowledge Base Permissions
Control article creation, editing, deletion, and visibility.
Brand Management Permissions
Allow domain configuration, brand updates, and branding controls.
Canned Response Permissions
Manage saved replies, editing rights, and usage permissions.
Changelog Permissions
Define who can create, delete, publish/unpublish, update or view changelog
Channel Permissions
Allow who can manage channels, create or delete channels, update channel email etc.
Contact Permissions
Allow who can update, view, delete add person, or organize contact
Dashboard Permissions
Manage who can see each part of the dashboard.
Feedback Permissions
Allow who can Add or delete feedback comment Update all feedback, feedback comment, view all feedback, feedback comment, own feedback, page.
Feedback Settings Permissions
Manage who can add organization brand group, remove organization brand group or view organization brand group or view page
Feedback Stage Permissions
Manage who can create feedback stage, delete feedback stage, reorder feedback stages, update feedback stage, view feedback stage, view page
Feedback Status Permissions
Manage who can create feedback status, delete feedback status, reorder feedback statuses, Update feedback status, View feedback status, view page
Also, you can manage other permissions which include, FAQ permission, Group permissions, import permissions, inbox permissions, my profile permissions, notifications permissions, my plan permissions, restricted email permissions, role permissions, settings permissions, SLA policy permissions, tag permissions, team status permissions and template permissions.
How Permission Toggles Work
Each action includes a toggle switch per role.
Enabled Toggle
The role can perform the action immediately.
Disabled Toggle
Access remains restricted for security.
Permissions operate in real time, ensuring instant enforcement across the system.
Best Practices for Role Configuration
Clear role mapping prevents operational confusion.
Assign Owner role only to primary administrators
Limit Admin role to senior staff
Use Group Manager role for team leads
Grant Agent role only to support responders
Use Collaborator role for internal observers
Proper structure improves accountability and workflow clarity.
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