Roles & Permissions
Supportomation uses three roles to control what team members can see and do. Every team member is assigned exactly one support role.
Role Overview
| Capability | Admin | Lead | Member |
|---|---|---|---|
| View tickets | Yes | Yes | Yes |
| Respond to clients | Yes | Yes | No |
| Edit ticket details | Yes | Yes | No |
| Assign tickets | Yes | Yes | No |
| Create/edit JIRA tickets | Yes | Yes | No |
| Receive unassigned tickets | Yes | Yes | No |
| Mark tickets as spam | Yes | Yes | No |
| Split tickets | Yes | Yes | No |
| Delete tickets | Yes | Yes | No |
| Link / unlink tickets | Yes | Yes | Only on tickets assigned to them |
| Manage team members | Yes | No | No |
| Manage clients & projects | Yes | No | No |
| Configure system settings | Yes | No | No |
| Manage implementations | Yes | Yes | No |
| View workload stats | Yes | Yes | No |
| Manage responsibilities & features | Yes | Yes | No |
Admin
Admins have full access to every part of Supportomation. This includes system settings, team management, and all ticket operations.
Best for: Team managers, system administrators, support leads who need full control.
Unique capabilities:
- Manage team members (add, edit, deactivate, archive)
- Configure system settings (AI thresholds, email, JIRA, spam detection)
- Manage clients, projects, and client groups
- Manage implementation templates and task library
Lead
Leads can do everything except system administration. They handle day-to-day ticket management, respond to clients, and manage implementations.
Best for: Senior support staff, team leads, developers who interact with clients.
Unique capabilities:
- Receive unassigned ticket notifications
- Delete tickets permanently
- Full ticket management (assign, respond, edit, split)
- Create and manage JIRA tickets
- Manage implementations and tasks
Member
Members have read-only access to tickets and basic views. They can see ticket information but cannot take actions on tickets.
Best for: Junior staff, observers, stakeholders who need visibility without edit access.
Capabilities:
- View tickets assigned to them or their client groups
- View implementation progress
- Link, unlink and relabel tickets they are assigned to — the one action a Member can take. Links on other people’s tickets are read-only
Team Member Capabilities
In addition to the support role, team members have capability flags that determine what types of work they can be assigned:
| Flag | Description |
|---|---|
| Can Support | Can be assigned as the support contact for tickets |
| Can Develop | Can be assigned as the developer for development tickets |
A team member must have at least one capability enabled. Members with both capabilities can be assigned to either role on a ticket.
Access Extensions
Beyond roles and capabilities, an Admin can grant individual members extra visibility:
| Extension | Description |
|---|---|
| View Unassigned Tickets | Tickets with no client — Triage items and staff forwards — are normally visible only to people with full client access. This opt-in flag lets a member restricted to specific client groups see that client-less bucket as well. It is purely additive: leaving it off preserves the member’s existing access exactly |
Set it per member on the Team → Members screen (Admin only).
Client Group Access
Team members are assigned to Client Groups which control which clients’ tickets they can see. The system “All Clients” group grants visibility to all clients.
See Client Groups for more details.
Next Steps
- Logging In — Set up your account
- Dashboard — Your home screen after logging in