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?