Help Desk MX


The permission grid provides the backend agents with the ability to limit access to tickets. It promotes the separation of duties and can boost effectiveness.

Go to Customers > Help Desk MX > Permissions. Here you can add restrictions for each role, defined on a particular Magento store. By default, there is only one record which allows full access to all agents:

Role Has access to tickets of department Can remove tickets
All Roles All Departments Yes

That means that any staff member has access to tickets from all departments, and any user can delete tickets.

Administrators can edit this record and add additional ones to set up the correct permissions.


Let's imagine that we have three roles in our store: Administrators, Support, and Sales. We can set up a Help Desk in a way that administrators will be able to access every department and have the ability to delete tickets. Still, Support and Sales will have restricted access to all but tickets from their departments without deleting them. Doing this enables us to make the following set up:

Role Has access to tickets of department Can remove tickets
Administrators All Departments Yes
Support Support No
Sales Sales No

Also, take note that if, due to any reason, a ticket is sent to the wrong department, that department's team members can redirect the ticket to another department. For example, even if the Support Department team does not have access to the Sales Department tickets, they can assign the ticket to the Sales Department.