Team Management
Team Management
Supportly uses explicit workspace roles so operational authority stays clear. Owners and admins configure the workspace, agents handle customer work, and viewers retain read-only access for reporting or oversight.
Roles explained
| Role | Typical responsibilities | Key permissions |
|---|---|---|
| Owner | Workspace ownership and billing governance | Billing, deletion, API keys, team, AI, settings |
| Admin | Day-to-day operational administration | Team, ticket assignment, AI config, API keys, exports |
| Agent | Conversation and ticket handling | Respond to tickets, assign self, join live chat |
| Viewer | Reporting and read-only supervision | Dashboard visibility and exports only |
Keep admin access narrow. Anyone with authority to adjust AI behavior, widget presentation, or operator membership can materially change customer outcomes.
Invitation flow
- 1
Create the invitation
An owner or admin selects an email address and assigns a non-owner role before the invite is sent.
- 2
User accepts or declines
The invitee opens the invitation page, signs in with the matching email, and accepts or declines the invitation.
- 3
Membership is created
On acceptance, Supportly creates the workspace membership, updates invitation status, and can notify the workspace owner.
Invite payload
1{2 "email": "agent@example.com",3 "role": "agent"4}Permissions matrix
| Permission | Allowed roles |
|---|---|
| view_dashboard | owner, admin, agent, viewer |
| respond_tickets | owner, admin, agent |
| assign_tickets | owner, admin |
| assign_self | owner, admin, agent |
| configure_ai | owner, admin |
| manage_team | owner, admin |
| manage_billing | owner |
| manage_api_keys | owner, admin |
| export_reports | owner, admin, viewer |
Operational recommendation
Review memberships during every staffing change. Remove stale access promptly so assignment, notifications, and audit expectations remain accurate.
Teams and invitations
Invite members, review pending invitations, manage roles and presence, and remove access using Team controls.
Permissions: Owner/admin (manage_team and invite_team_members). Plan: All plans, subject to member limits. Use /team, /team/invitations.
- Invitations are single-use and tenant scoped
- Member limits hold during concurrent accepts
- Role removal stops existing HTTP and live access
Roles and permissions
Apply the shipped owner, admin, agent and viewer permissions. Verify assigned-ticket access and avoid granting privileges through customer identity claims.
Permissions: Owner/admin manages roles; billing and workspace deletion require owner. Plan: All plans. Use /team.
- Agent and viewer restrictions hold server-side
- Customer tokens never grant platform or dashboard privileges