In Kayako, each user account is assigned to a particular role, which controls their level of access. Customer user accounts, for example, have only limited access to some Help Center features. Administrator accounts, on the other hand, have free rein of Kayako's settings and configurations.
In this article, we will go over the five out-of-the-box user roles in Kayako, the individual permissions that each role has, and the steps necessary for changing the role for a particular user.
Understanding the different user roles available
In order to control which users have access to specific features, Kayako has five standard user roles, each with different permissions:
|Customer||All new users are customers by default. They can sign in to the Help Center to start and keep an eye on their conversations with your support team.|
|Collaborator||This role allows users other than your agents to view conversations and leave private notes on conversation timelines. Collaborators let you loop internal stakeholders into important conversations, without having to buy each one a seat on your account. Learn more in our article on collaborators.|
|Agent||This role allows users to manage and respond to conversations and Help Center content, without giving them access to Kayako's configuration options.|
|Administrator||More power, more responsibility. This role grants support managers and other power users access to a broad range of permissions for customizing and configuring Kayako.|
|Owner||The most powerful of all the user roles in Kayako. When your organization signs up for Kayako, the initial user account that is created will automatically be assigned to the owner role. You can also assign the owner role to additional users.|
NOTE: When calculating pricing, any user in the Agent, Admin, or Owner role counts as one agent. Each plan allows for a set number of Collaborator users as well, and there is no limit on your Customer users - we know you will have loads!
Below is a table that describes which permissions each user role has.
|HELP CENTER PERMISSIONS|
|Log in to the Help Center||✓||✓||✓||✓||✓|
|Submit & reply to conversations||✓|
|View help center articles||✓||✓||✓||✓||✓|
|Edit their user profile||✓||✓||✓||✓||✓|
|Edit existing help center articles||✓||✓||✓||✓|
|Publish help center articles||✓||✓||✓|
|Manage the Help Center||✓||✓||✓|
|Access the agent area||✓||✓||✓||✓|
|Be assigned to conversations||✓||✓||✓||✓|
|Post private notes to conversations||✓||✓||✓||✓|
|Reply publicly to conversations||✓||✓||✓|
|Split and merge conversations||✓||✓||✓|
|Sign in to messenger||✓||✓||✓|
|Accept new messenger requests and invitations||✓||✓||✓|
|USER & ORGANIZATION PERMISSIONS|
|Create and update users and organizations||✓||✓||✓|
|Delete customer users and organizations||✓||✓||✓|
|Delete staff users and teams||✓||✓|
|Change user roles||✓||✓|
|SYSTEM ADMINISTRATION PERMISSIONS|
|Access the admin area||✓||✓|
|Manage conversation views||✓||✓|
|Manage conversation macros||✓||✓|
|Manage SLAs and business hours||✓||✓|
|Manage conversation fields||✓||✓|
|Manage custom user and organization fields||✓||✓|
|Manage system configuration||✓||✓|
|ACCOUNT MANAGEMENT PERMISSIONS|
|Access account management||✓|
|Change subscription plan||✓|
|Update billing information||✓|
NOTE: If you are on the Scale or Enterprise plan, you can not only make changes to the Administrator and Agent user roles, but you can also add custom roles. Learn more in our article about customizing user roles.
Now that you have a good idea of what the different user roles do, let's look at how to change the role for a particular user.
Changing the role of a user
Each user account is assigned to a particular user role. You can change this assignment at any time by editing their user profile.
NOTE: To edit user roles in Kayako, you will need an agent account with the Create and update users and organizations permission.
To change the role for a user account:
- Sign in to Kayako and go to the agent area.
- Search for and open the user profile you want to edit.
- From the Role field, select the user role you want to assign them.
- Click the Submit button to save your changes.
Note: If you are assigning a user to a more powerful role - from collaborator to agent, for example - a warning dialog box will pop up and ask you to confirm the change.