Assign Roles to Agents or Users

Every SmarterTrack user is assigned a role, which defines permissions and dictates which features the user has access to. By default, SmarterTrack has several predefined roles. In addition, System Administrators can create custom roles that further define a user's ability to view reports, delete tickets, create knowledge base articles, etc. NOTE: For information on creating custom roles, please refer to the KB article Create Roles.

Applies to SmarterTrack 11.x-12.x

Follow these steps to assign a role to agents or users:

1. Log into the SmarterTrack Management Interface as a System Administrator.
2. Click Management Interface in the portal.
3. Click the Settings icon.
4. Expand the Manage folders in the navigation pane.
5. Click the Roles tab.
6. Click on the New option and select User or Employee Role Type (depending on who you are assigning a role to). A list of available Roles will load in the content pane.
7. Check the roles that you wish to enable for the user/agent.
8. Click Save.

Applies to SmarterTrack 7.x - 10.x

Follow these steps to assign a role to agents or users:

1. Log into the SmarterTrack Management Interface as a system administrator.
2. Click the Settings icon.
3. Expand the System Settings and Organization folders in the navigation pane.
4. Click the Roles tab.
5. Click on the New option.
6. Click User or Employee Role Type (depending on who you are assigning a role to). A list of available Roles will load in the content pane.
7. Check the roles that you wish to enable for the user/agent.
8. Click Save.

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