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.