Create Roles

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, administrators can create custom roles that define a user's ability to view reports, delete tickets, create knowledge base articles, etc.

Applies to SmarterTrack 11.x-12.x

Applies to SmarterTrack 6.x - 10.x

Follow these steps to create a custom role:

1. Log in to SmarterTrack as an administrator.
2. Click the Settings icon.
3. Expand the System Settings and Organization folders in the navigation pane.
4. Click Roles.
5. Click New in the content pane toolbar.
6. In the Role Name field, type a name for the new role.
7. In the Role Type field, select who this role will apply to (employees or end users).
8. Configure each available option to determine the permissions of this role (KB Articles, News, Tickets, Tasks, Call Logs, Who's On Reports, Global Items, Events). If you select Custom, a new tab will become available to allow for custom permissions on that option.
9. Click Save.

NOTE: For a custom role to be able to access the management interface section of SmarterTrack they will need to have an agent or manager role.

For more information, please refer to the Roles section of the SmarterTrack Online Help.

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.