Which TicketOS role should I assign to a user, and what permissions does each role include?
The TicketOS platform supports multiple administrative roles that determine how users can view, manage, and approve ticket activities. This guide provides a clear overview of each role’s access, restrictions, and use cases to help you assign the appropriate permissions to your team members.
Role Summaries
Manager
- Purpose: Approve or deny ticket orders placed by users they manage.
- Core Abilities: View and act on employee orders, manage own orders, access reports, and basic account functions.
- Restrictions: Cannot load or assign tickets; approvals limited to direct reports.
- Best For: Department leads or supervisors overseeing staff requests.
Ticket Manager
- Purpose: Assign, reclaim, and backfill tickets.
- Core Abilities: Manage ticket assignments, create backfills, manage surveys they own.
- Restrictions: Cannot approve or deny orders, cannot load new tickets.
- Best For: Staff who coordinate ticket distribution but do not manage approvals.
Inventory Manager
- Purpose: Oversee and manage ticket inventory, including loading and fulfilling orders.
- Core Abilities: Load and edit inventory, assign/reclaim/backfill tickets, and fulfill orders.
- Restrictions: Can only edit “In Transit” tickets.
- Best For: System admins or operations personnel responsible for maintaining ticket inventory accuracy.
Super User
- Purpose: Full access with no restrictions.
- Core Abilities: Access and manage all features within TicketOS, including the Manage Employees tool.
- Restrictions: None – complete administrative control.
- Best For: Primary system administrators responsible for global platform oversight and configuration.
|
Comparison Overview Functional Area |
Manager |
Ticket Manager |
Inventory Manager |
Super User |
|
Approve/Deny Orders |
Yes (for managed users) |
No |
No |
Yes |
|
Assign / Reclaim Tickets |
No |
Yes |
Yes |
Yes |
|
Load Tickets |
No |
No |
Yes |
Yes |
|
View Inventory |
No |
No |
Yes |
Yes |
|
Fulfill Orders |
No |
No |
Yes |
Yes |
|
Manage Surveys |
No |
Yes (own only) |
Yes |
Yes |
|
Access Reports |
Yes |
Yes |
Yes |
Yes |
|
Proxy Access / Switch User |
Yes |
Yes |
Yes |
Yes |
|
Manage Employees |
No |
No |
No |
Yes |
Role Selection Guidance
Use this checklist to decide which role fits each user:
- If the user approves or denies requests from others → Manager
- If the user assigns or reclaims tickets → Ticket Manager
- If the user loads or fulfills ticket inventory → Inventory Manager
- If the user requires unrestricted access and can configure roles → Super User
- If the user performs more than one of these tasks, consider assigning multiple roles based on company policy.
Implementation Notes
Once roles are determined, Super Users have additional access to the Manage Employees feature under Admin Tools > Manage Employees. This tool allows them to invite new employees, edit details such as name and department, assign or revoke TicketOS access roles, set managers for approval workflows, and block or deactivate users as needed. This feature provides clients with full control over employee access and permissions management.
Our team can also configure permissions accordingly in TicketOS. Notification settings will be verified to ensure all managers and admins receive the appropriate system alerts.