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.
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Admin: The admin role provides comprehensive administrative rights, including creating and managing users, teams, and roles. Administrators can view and manage all tickets and reports, configure AI agents and dark processing, and 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.
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Agent: The agent role includes processing and managing conversations and tickets. Agents can also execute and edit intents, have access to selected reports, and can see their own time tracking. Viewing and managing a ticket overview as well as forwarding tickets are also part of their tasks. Agents in the basic role do not have access to administrative functions.
Individual Roles
Individual roles can be created as needed and are based on one of the basic roles. They can be extended or restricted with permissions. Examples:
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Team Leader: Manages team members, edits user profiles and can assign them to teams, gains insight into time and performance reports of his team, does not handle tickets, but has full access to them.
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Knowledge Manager: Maintains the knowledge database, can create, update and archive content, and ensures that all users can always access the latest information.
It is advisable to carefully plan permissions before creating new roles to avoid later adjustment problems.
