Grispi has three different authorization groups for users:
Admin: Administrators are agents with additional privileges to manage and customize Grispi. Administrators, like agents, can be assigned tickets, but they can also do the following:
- Access all tickets (not just the requests assigned to them)
- Access, create, and edit business rules (automations, macros, SLA service targets, triggers, views)
- Request reports
- Access and manage settings (account, security, channels, ticket fields, etc.)
- Add and manage end-users, agents, and other administrators
- Elevate agents to managerial roles
- Form groups and organizations
- Edit the identities of end-users
Agents: Agents make up the bulk of the support staff. They are assigned tickets and interact with customers to resolve support issues. The role and privileges of an agent are defined by administrators and may include the following:
- Belong to multiple groups (they must belong to at least one)
- Add and edit end-user profiles
- Agents cannot create or edit other agent or administrator profiles and may lack permission to edit every field in an end-user’s profile
- Add general and/or internal comments to tickets
- Supervise and manage articles in the Help Center
End User: End users—sometimes called customers—are people who create support tickets through any available channel. End users do not have access to any of Grispi’s administrator or agent features.
Agents and end users can both belong to organizations.
