Roles

Every staff member has one role. An admin sets it when creating the account.

Role	What they can do
Super Admin	Everything: tickets, knowledge base, reports, customers, contacts and all Admin settings
Agent	Create and work tickets, assign and close them, read the knowledge base, manage customers and contacts
KB Editor	Write, publish and manage knowledge base articles; read tickets; no reports
Viewer	Read-only access to tickets, the knowledge base, reports, customers and contacts

Customers are not staff. They have their own sign-in to the client portal, described in Part 3.