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.

• Admin: 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.

Individual Roles

Individual roles can be freely created and are based on one of the basic roles. They can be extended or restricted with permissions. Example:

• 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.