Staff access and permission levels
Choose the right Resolve access level for each support team member.
Add staff from Staff & Access and give each person only the access their work requires.
Viewer can read permitted tickets and Knowledge Base articles.
Ticket Agent can respond to tickets and create or edit Knowledge Base articles.
Department Lead can manage department work, categories, and delete Knowledge Base articles.
Escalation Manager can coordinate higher-level support workflows.
Resolve Administrator can manage the server setup, staff access, and Knowledge Base settings.
Department scope limits ticket access to selected queues. Knowledge Base permissions are profile-wide because articles are shared across the server rather than attached to one department.