Swat.io

Flexible user permissions allow you to control who handles which tasks in the Swat.io Inbox. Permissions can be set at the workspace or channel level to ensure the right members have access to the features they need.

Which permission system is available to you depends on your license:

The symbols in the tables below indicate which tickets the respective permission applies to.

___________________________________________________________

In the Small tier, permission assignment is binary: members either have full access to the Inbox or none at all. Individual role assignment is not possible.

Full: full, unrestricted access to all Inbox features (edit, reply, assign, archive, delete tickets)

- Full: full, unrestricted access to all Inbox features (edit, reply, assign, archive, delete tickets)
- None: no access to the Inbox

2. Advanced Permission System (Medium, Large, Custom, Enterprise)

In the Medium tier as well as in all Large, Custom and Enterprise licenses, four permission types can be assigned individually per member. This allows for more granular structures, e.g. for interns or the legal department.

Full (core team): full, unrestricted access to all features

Assigned Full (e.g. interns): all features, but only for assigned tickets

Assigned Feedback (e.g. legal department): read access to assigned tickets, feedback possible via the activity log

Read Only: read access to all tickets, no write or delete rights

None: no access to the respective channel or workspace

- Full (core team): full, unrestricted access to all features
- Assigned Full (e.g. interns): all features, but only for assigned tickets
- Assigned Feedback (e.g. legal department): read access to assigned tickets, feedback possible via the activity log
- Read Only: read access to all tickets, no write or delete rights
- None: no access to the respective channel or workspace

Inbox permission types

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Tickets submitted through the messenger or by a support agent in your conversation will appear here.

Symbol	Meaning
🟢	Action allowed for all tickets
🟡	Action only allowed for assigned tickets
🔴	Action is not allowed for this role

Features	Full	None
View / Search	🟢	🔴
Export	🟢	🔴
Receive Assignments	🟢	🔴
Read Activity Log	🟢	🔴
Use Activity Log	🟢	🔴
Assign	🟢	🔴
Tag / Sentiment / Mark	🟢	🔴
Publish Comments / Reply / Retweet	🟢	🔴
Like / Block / Forward	🟢	🔴
Archive / Reopen / Ignore	🟢	🔴
Manage / Export Ticket Templates	🟢	🔴
Delete / Hide Comments	🟢	🔴
Disable Comments	🟢	🔴

Notification	Full	None
New Tickets	🟢	🔴
Reopened Tickets	🟢	🔴
Filtered Items	🟢	🔴
Comments / @mentions in Activity Log	🟢	🔴
Tickets Assigned to Me	🟢	🔴

Features	Full	Assigned Full	Assigned Feedback	Read Only	None
View / Search	🟢	🟢	🟡	🟢	🔴
Export	🟢	🟢	🔴	🟢	🔴
Receive Assignments	🟢	🟢	🟢	🔴	🔴
Read Activity Log	🟢	🟢	🟡	🟢	🔴
Use Activity Log	🟢	🟢	🟡	🔴	🔴
Assign	🟢	🟡	🟡	🔴	🔴
Tag / Sentiment / Mark	🟢	🟢	🔴	🔴	🔴
Publish Comments / Reply / Retweet	🟢	🟡	🔴	🔴	🔴
Like / Block / Forward	🟢	🟡	🔴	🔴	🔴
Archive / Reopen / Ignore	🟢	🟡	🔴	🔴	🔴
Manage / Export Ticket Templates	🟢	🟢	🔴	🔴	🔴
Delete / Hide Comments	🟢	🔴	🔴	🔴	🔴
Disable Comments	🟢	🟡	🔴	🔴	🔴

Notification	Full	Assigned Full	Assigned Feedback	Read Only	None
New Tickets	🟢	🔴	🔴	🔴	🔴
Reopened Tickets	🟢	🔴	🔴	🔴	🔴
Filtered Items	🟢	🟡	🔴	🔴	🔴
Comments / @mentions in Activity Log	🟢	🟡	🟡	🔴	🔴
Tickets Assigned to Me	🟢	🟢	🟢	🔴	🔴

Inbox permission types

Inbox Permission Types

Legend

1. Basic Permission System (Small)

Actions

Notifications

2. Advanced Permission System (Medium, Large, Custom, Enterprise)

Actions

Notifications

Permission System	Included in License
Basic Permission System	Small
Advanced Permission System	Medium, Large, Custom, Enterprise