Roles

Roles and permissions in enneo control which actions users can perform and what data they can access. A clear role structure ensures security and efficiency.

Basic Roles

Using the basic roles as a starting point simplifies the creation of individual roles and ensures a consistent permission structure.

• Administrator: The Admin role offers comprehensive management rights, including the creation and management of users, teams, and roles. Administrators can view and manage all tickets and reports, configure AI agents and dark processing, as well as maintain the wiki, tags, and templates. They also have access to system settings, user profiles, and analytical data and can adjust role and permission concepts.

• Agent: The Agent role includes editing and managing conversations and tickets. Agents can also execute and edit intents, have access to selected reports, and can view their own time tracking. Viewing and managing the ticket overview as well as forwarding tickets are part of their tasks. Agents in the base role do not have access to administrative functions.

The two basic roles are fixed and can be neither edited nor deleted.

Template Roles

Ready-made templates are available for the typical tasks in a service center: Manager, Teamleiter (team lead), Agent, Schüler (trainee), Reviewer, Trainer, Personal (HR), Reporting and WFM. The templates carry these German names in the app.

Teamleiter, Agent and Schüler each come in an internal ("intern") and an external ("extern") version, because your own employees often need different permissions and access rights than those of a partner or service provider.

The templates can be adjusted, renamed or deleted like individual roles. If a template is missing, it can be created as a new individual role.

Individual Roles

An individual role is created under Settings → User Management → Roles via "New role". Required are a "Role name" and a "Base role". Any existing role can be chosen as the base role, including another individual role. Starting from it, individual permissions are added or removed. The permissions are grouped by area, e.g. tickets, knowledge base (wiki) management, user management or AI agent management.

The "Users" and "Teams" tabs of a role show who it is assigned to. If a role is deleted, its users and teams lose this assignment.

Examples:

• Team Lead: Manages team members, edits user profiles and can assign them to teams, gains insight into time and performance reports of his team, does not process tickets, but has full access to them.

• Knowledge Manager: Maintains the knowledge database, can create, update and archive content, and ensures that all users always have access to the latest information.