Organizations with multiple Agents can organize their support team and assign Smart View workflows using Groups with our 3-tiered role structure.
The 3 different Dashboard roles are as follows:
- Admin (Head of Operations or Support): Has full permissions and can control all aspects of the Helpshift Dashboard
- Supervisor (Support Lead or Team Lead): Can do most Admin functions except for creating/editing Shared Smart Views
- Agent (Support Staff and Specialists): Primary function is to respond to users via the Dashboard
To organize your team now, see How Do I Invite My Team Members As Agents, Admins, And Supervisors?
To learn how to create and assign agents to Groups, see How Do I Create Agent Groups?