Back to Knowledge Base
Full access to all features and settings Manage team members, billing, and integrations Configure channels, automations, and SLAs Access all reports and analytics Available on all plans
All agent capabilities Assign and reassign tickets View team performance metrics Manage escalations Available on Professional+ plans
Handle assigned tickets Access knowledge base Use AI copilot View basic reports Available on all plans
Read-only access to tickets and reports Cannot create, edit, or reply to tickets Useful for stakeholders who need visibility
Go to Settings > Team > Members Click the three-dot menu next to the user Select "Change Role" Choose the new role The change takes effect immediately
Understanding Roles and Permissions
Last updated: 2026-04-08
rolespermissionsadminsecurityaccess
Roles & Permissions
Kamili Help Desk uses role-based access control (RBAC) to manage what each team member can see and do.
Available Roles
Admin
Supervisor
Agent
Viewer (Professional+ only)
Changing a User's Role
Custom Permissions (Enterprise)
Enterprise plans can create custom roles with granular permissions. Contact your account manager for details.