Team Management
Roles and Permissions
Support Station uses role-based access control to manage what different team members can see and do. Understanding roles helps you give the right access to the right people.
Available Roles
Admin
Full access to the entire organization.
| Permission | Access |
|---|---|
| View all tickets | ✓ |
| Manage all tickets | ✓ |
| View all customers | ✓ |
| Manage customers | ✓ |
| Knowledge base management | ✓ |
| Organization settings | ✓ |
| User management | ✓ |
| Team management | ✓ |
| Billing access | ✓ |
| API key management | ✓ |
| Integrations | ✓ |
Assign to: Organization owners, support managers, IT administrators
Member
Standard support agent access.
| Permission | Access |
|---|---|
| View all tickets | ✓ |
| Manage assigned tickets | ✓ |
| View all customers | ✓ |
| Update customers | ✓ |
| Knowledge base (view/create articles) | ✓ |
| Organization settings | ✗ |
| User management | ✗ |
| Team management | ✗ |
| Billing access | ✗ |
| API key management | ✗ |
| Integrations | View only |
Assign to: Support agents, team members, customer success staff
Permission Details
Tickets
| Action | Admin | Member |
|---|---|---|
| View all tickets | ✓ | ✓ |
| Reply to tickets | ✓ | ✓ |
| Add internal notes | ✓ | ✓ |
| Change status | ✓ | ✓ |
| Change priority | ✓ | ✓ |
| Assign tickets | ✓ | Own/team only |
| Delete tickets | ✓ | ✗ |
Customers
| Action | Admin | Member |
|---|---|---|
| View customers | ✓ | ✓ |
| View customer tickets | ✓ | ✓ |
| Edit customer details | ✓ | ✓ |
| Delete customers | ✓ | ✗ |
| Export customer data | ✓ | ✗ |
Knowledge Base
| Action | Admin | Member |
|---|---|---|
| View articles | ✓ | ✓ |
| Create articles | ✓ | ✓ |
| Edit articles | ✓ | ✓ |
| Publish articles | ✓ | ✓ |
| Delete articles | ✓ | ✗ |
| KB settings | ✓ | ✗ |
| Custom domain | ✓ | ✗ |
Settings
| Action | Admin | Member |
|---|---|---|
| Organization settings | ✓ | ✗ |
| User management | ✓ | ✗ |
| Team management | ✓ | ✗ |
| Tags management | ✓ | ✗ |
| Billing | ✓ | ✗ |
| API keys | ✓ | ✗ |
| Integrations setup | ✓ | ✗ |
Choosing the Right Role
When to Use Admin
- Organization owners who need full control
- Support managers who manage the team
- IT administrators who handle integrations
- Anyone managing billing or settings
When to Use Member
- Support agents who handle tickets
- Team members who respond to customers
- Part-time or temporary staff
- Anyone who doesn't need settings access
Best Practices
Principle of Least Privilege
Give people the minimum access they need:
- Start with Member role
- Upgrade to Admin only when necessary
- Review roles periodically
Limit Admin Count
Too many admins creates risk:
- Accidental setting changes
- Security exposure
- Unclear ownership
Recommendation: 2-3 admins for most organizations.
Document Who Has What
Keep a record of:
- Who has Admin access
- Why they have it
- When to review
Review Quarterly
At least quarterly:
- List all Admins
- Verify each needs Admin access
- Downgrade those who don't
- Remove inactive members
Changing Roles
Upgrading Member to Admin
- Go to Settings > Organization > Members
- Click on the member
- Change role to Admin
- Save
Changes take effect immediately.
Downgrading Admin to Member
- Go to Settings > Organization > Members
- Click on the admin
- Change role to Member
- Save
Note: You cannot downgrade yourself if you're the only Admin.
Common Questions
Can I create custom roles?
Currently, Support Station offers Admin and Member roles. Custom roles may be available on Enterprise plans—contact sales.
What if I need something between Admin and Member?
Use Member role and manage sensitive operations through one or two Admins. This maintains security while enabling team productivity.
Can a Member see other Members' tickets?
Yes, Members can view all tickets. They can respond to any ticket but typically focus on their assigned tickets.
Can I restrict someone to only their tickets?
The standard Member role allows viewing all tickets. For restricted access, contact support about Limited roles if available.
What happens when I change someone's role?
Role changes take effect immediately. The person will see their new access level on their next page load.
Security Considerations
Admin Access
Admins can:
- Access billing and payment information
- Manage API keys (which access your data)
- Change organization settings
- Remove other users
Carefully vet who gets Admin access.
API Keys
Only Admins can create API keys. Each key should:
- Have a clear purpose
- Use minimum required scopes
- Be rotated periodically
Two-Factor Authentication
For added security, encourage (or require) two-factor authentication, especially for Admins.
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