Let's Talk About Permissions in HalpLast Updated: May 31, 2019
Halp has three roles: Admin, Agent, and End Users
The user who installs the app to Slack is automatically made the 1st Halp Admin. They will have a Team Settings Icon in the top right next to their Avatar. Admins can add other admins, but those users need to have become Agents first before their role can be edited to Admin. This can be done in the Agents tab on the Team Settings page. Admins have the ability to edit all Team Settings in Halp. Admins have global view of all tickets.
Agents are people who are members of the #triage-channel. These users are eligible to be assigned to tickets. If your team has multiple #triage-channels setup then that Agent is scoped to only view the tickets that live in that channel. Example: if a ticket lives in the #hr-issues channel then members of the #it-help channel would not be able to view those tickets in the Web App ticket list view or in Halp's Slack agent ticket search.
These are the employees of you company or members of Shared Channels. These users can raise tickets in public channels where the bot is present and in DM with the Halp bot. The do not have access to the Halp Web App and all interactions are contained within Slack.