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Permission Management and Custom Roles
Permission Management Overview
LiveAgent enables granular permission management. You can set access permissions for each user to ensure security.
Standard Roles
Three types of standard roles are available.
| Role | Permission Level | Main Permissions |
|---|---|---|
| Owner | Highest | Access to all settings, management, and billing information |
| Administrator | High | System settings, user management, report viewing |
| Agent | Standard | Practical operations for ticket handling and chat support |
Configurable Permissions
The following permissions can be individually configured for each role.
| Permission Category | Configuration Items |
|---|---|
| Tickets | View, edit, delete, view other agents’ tickets |
| Knowledge Base | Edit and publish articles |
| Reports | View and export |
| Settings | Change permissions |
| User Management | Add and edit agents |
Custom Roles
In addition to standard roles, you can create custom roles.
Benefits of Custom Roles
| Benefit | Description |
|---|---|
| Flexible Permission Settings | Set detailed permissions according to business needs |
| Enhanced Security | Operate with minimum necessary permissions |
| Organizational Support | Management tailored to team structure |
Use Cases
| Application | Description |
|---|---|
| Audit-Only Account | View-only access, no editing |
| Limited Agent | Can handle tickets from specific departments only |
| Training Account | Practice account with restricted functionality |
| External Partner | Access to necessary information only |
Permission Configuration Steps
- Open “Settings” → “User Management” in the admin panel
- Select the target user
- Select a role or create a new custom role
- Configure individual permissions
- Save
Security Best Practices
| Recommendation | Reason |
|---|---|
| Principle of Least Privilege | Grant only the minimum permissions necessary for work |
| Regular Review | Update permissions according to role changes |
| Audit Log Review | Regularly check operation history |
Related Information
- Creating Agents - Adding users
- Department Management - Management by department
- Activity Log - Checking operation history
