Grispi has 3 different authorization groups for users:
Admin:Administrators are agents with additional privileges to manage and customize Grispi. Managers, like agents, can be assigned calls, but they can also do the following:
- Access to all tickets (not just the requests they are assigned to)
- Access, create and edit business rules (automations, macros, SLA service targets, triggers, views).
- Request a report.
- Access and manage settings (account, security, channels, ticket fields, etc.)
- Add and manage end users, agents and administrators
- It can elevate agents to a managerial role.
- Form groups and organizations.
- Can edit the identity of an end user.
Agents:Agents make up the bulk of the support staff. They are assigned tickets and interact with customers when they need to resolve support issues. The role and privileges of the agent are defined by the managers and may include the following:
- Can be added to more than one group (must be added to at least one)
- Add and edit end user profiles. Agents may not create or edit other agent or administrator profiles and may not have permission to edit all features in an end user’s profile.
- Tickets can include general or internal comments, or both.
- Supervise and manage articles in the help center.
End User: End users are sometimes referred to as customers. These are people who have created a ticket for support through any of the available support channels. End users do not have access to any of Grispi’s admin and agent features.
Agents and end users can belong to organizations.