Team and permissions with Cliedesk Pro

Every edition has people, invites, teams and the six default roles: Owner, Cliedesk Admin, Supervisor, Agent, Collaborator and Viewer (see the Free guide Team and permissions). In Free you can read each role and reset a default role. Cliedesk Pro adds the options below. Where they are, Free shows a PRO badge.

Create a custom role

Admins and Owners can manage roles.

1. Go to Settings → Team → Roles and select Create role.
2. Enter a Role name and choose Start from: a copy of a role or a template. Templates include Advisor, Team supervisor, Finance, Read-only auditor, and the knowledge roles Knowledge admin, Knowledge editor, Knowledge contributor and Knowledge viewer.
3. Open the role and tick the Permissions.
4. Under Which conversations, choose what people with this role see (see below).
5. Under Products, limit the role to some products if needed.
6. Under Levels, choose how far the role goes with views, saved replies and tags.
7. Select Save role.

You can change the name, permissions and levels of a role later. Select Delete role to delete a custom role that nobody has. Default roles cannot be deleted; Reset returns them to what Cliedesk ships with.

Which conversations a role sees

Choose one of these for each role, and for one person if needed:

• All conversations
• Conversations of their teams
• Their own and unassigned conversations
• Only conversations assigned to them
• Only conversations they take part in

Give one person a single permission

1. Open the person in Settings → Team → People.
2. Go to Individual permissions.
3. Choose Grant or Revoke for a permission, or keep As the role says.
4. Select Save individual permissions.

You can only give permissions you have yourself. Some reserved permissions come only from the Owner and Cliedesk Admin roles. Owners always keep every permission.

Check what someone sees

Cliedesk Admins and Owners can select View as on a person. You use the helpdesk as that person for 30 minutes, read-only: every change is refused. Only an Owner can preview an Owner. Each preview is in the audit log. Select Exit preview to return.

Hidden and read-only fields

In Settings → Conversations → Field access, open a field and use Hidden and read-only fields. Choose the roles or teams for which the field is hidden, and those for which it is read-only. Protected, Editable after close and “only these teams can see the field” work in every edition.

Money limits

In Settings → Team → Money limits, set for each role how much people may refund, give as store credit, give as a coupon (in %) and reship for free. You can set a limit per action and per day, and other limits for some products. Over the limit, Cliedesk asks for an approval. Select Save money limits.

Approvals

Some actions need an approval before they run, for example a refund over the money limit. Open Approvals in the navigation. It shows how many requests wait for you.

• Waiting for me: select Approve or Reject.
• My requests: select Withdraw to cancel.

An approved action runs once, as the person who asked. Approvals also show:

• in the side panel of the conversation,
• on Home under Approvals waiting for me,
• in views and rules, with the condition Has an approval request that is,
• as the rule trigger An approval is decided (approved, rejected or either).

People need the Answer approvals permission to decide. Supervisors and Collaborators have it by default.

Temporary support access

Admins and Owners can let the Cliedesk support team sign in for a limited time.

1. Go to Settings → Team → Temporary support access and select Give access.
2. Enter a Reason, a Role (Viewer by default, or Agent) and a Duration (72 hours by default).
3. Copy the login and password and send them over a secure channel. The password is shown only once.

The longest duration is the setting pro_team.vendor_max_days (14 days by default, up to 90). Access ends by itself. Select End access to end it at once. Everything support does is in the audit log.

If Cliedesk Pro is turned off

• Custom roles and individual permissions are WordPress roles and capabilities. They keep their permissions.
• Which conversations stops applying. Default roles get their default: Collaborators see the conversations they take part in, everyone else sees all. Custom roles see only conversations assigned to or shared with the person.
• Hidden and read-only rules per role or team stop applying. The rules are kept and apply again with Pro. Limits to some teams still apply.
• Temporary support access ends at once for every active grant and stays ended.
• Approvals, money limits and their data are kept and used again when Pro runs.
• A running permission preview ends.

Settings

Setting	What it does	Default	Allowed values	Who can change it
pro_team.money_limits	Money limits per role (refund, store credit, coupon %, reship) and product overrides; over the limit an approval is requested.	Empty	Set on the settings screen	Manage roles
pro_team.vendor_max_days	Longest temporary support access an Admin can grant, in days.	14	1–90	Manage roles

Error codes

Code	Status	What it means and what to do
cliedesk_not_custom_role	422	Only custom roles can be deleted.
cliedesk_role_in_use	409	People still have this role. Give them another role first.
cliedesk_view_as_self	422	Choose someone else to preview.
cliedesk_approval_closed	409	This approval was already decided.
cliedesk_vendor_ended	—	The temporary support access has ended. WordPress shows this on its login screen.