To explore how the Permission system is implemented in our Help Desk MX all you need is to visit our Help Desk demo site. Please, go to the Help Desk > Dictionaries > Permissions.The administrator is able to add a records on restriction access for each role of Magento store. As only Help Desk MX is installed (or updated to version 1.0.5+), there is only one record:
| Role | Has access to tickets of department | Can remove tickets |
|---|---|---|
| All Roles | All Departments | Yes |
It means that all the roles have an access to tickets from all the departments and any user is able to delete tickets.
Let us imagine that we have three roles in our store: Administrators, Support, Sales. Let us set up Help Desk the way administrators would be able to access to every department and have an ability to delete the tickets, but Support and Sales would have a restricted access only to tickets from their departments without ability to delete them. To do this let us make a certain set up:
| Role | Has access to tickets of department | Can remove tickets |
|---|---|---|
| Administrators | All Departments | Yes |
| Support | Support | No |
| Sales | Sales | No |
Also take a note, if due to any reason a ticket went to the wrong department, in this case that department team members are able to redirect a ticket to another department. For example, even if Support Department team does not have access to tickets of Sales Department they are able to assign the ticket to the department Sales.
We have provided you a few examples on how Permissions system can be applied. We are not able to cover each and every possible case, therefore we will be happy if you would provide as some of your tips on what additional functionality we should add.