Restricting Access to Suspended Messages in Kayako

Steps

1. Access Role Permissions:
   • Navigate to your admin panel and access the Team Settings > Roles and permissions section.
   • Identify the role (e.g., Agent) for which you want to modify permissions.
2. Disable 'View Suspended Messages' Permission:
   • Locate the 'View suspended messages' permission within the role settings.
   • Uncheck this permission to restrict access to suspended messages for all users assigned to this role.
     
3. Implement Custom Roles (if applicable):
   • If your plan allows, define custom roles to apply more granular control over permissions.
   • Assign users to these custom roles as needed to manage access effectively.
4. Verify Changes:
   • Confirm that users assigned to the modified role no longer have access to view suspended messages.
   • Test with a sample user account to ensure the permission changes are effective.

Note: This solution applies permissions at the role level, affecting all users within that role. For more granular control, consider implementing custom roles if supported by your plan.