You can set flexible user permissions to manage your team’s structure in Swat.io.

Permissions can be set at Workspace or Channel level to ensure the right members of your team have access to the functionality they need.

This article gives a brief overview of permission types and examples for their use. The table below contains a detailed overview of all possible actions and notifications for each permission type.

Full: All operational aspects of social media (core team)

Members with "Full" access can use features without any limitation. They can assign tickets to other team members, archive and reopen tickets, delete comments and much more.

Assigned Full: Limited permissions (e.g. interns)

Members with "Assigned Full" access can use all functionality if a certain ticket has been assigned to them. They can assign those tickets to other team members, archive tickets and much more. Deleting comments is not allowed.

Assigned Feedback: Not involved in day-to-day social media tasks (e.g. legal department)

Members with "Assigned Feedback" access can only read tickets assigned to them without any write permissions. They can leave their feedback in the activity log but are not allowed to publish answers to social media directly.

Read Only: Team members that do not reply to tickets

Members with "Read only" access can read all tickets, regardless if they were assigned to them or not. They can not comment in the activity log or publish any content to social media. Exporting tickets is allowed.

Actions and Notifications

The following tables contain all possible actions and notifications according to each permission type.

The different icons denote on which tickets each action is allowed for the respective permission type – e.g. a user with "Assigned Feedback" permissions can only "View/Search" tickets assigned to them.

Full access

Action allowed for all tickets

Assigned posts

Action allowed for assigned tickets only

Action is not allowed for this role

Full list of possible actions for all Inbox permission types

Full

Assigned Full

Assigned Feedback

Read Only

View/Search

Full access

Full access

Assigned posts

Full access

Export

Full access

Full access

Full access

Get assignments

Full access

Full access

Full access

View activity log

Full access

Full access

Assigned posts

Full access

Use activity log

Full access

Full access

Assigned posts

Assign

Full access

Assigned posts

Assigned posts

Tag / Mood / Star

Full access

Full access

Publish comments / replies / retweets

Full access

Assigned posts

Like / Block / Forward

Full access

Assigned posts

Archive / Reopen / Mute

Full access

Assigned posts

Manage / Export ticket templates

Full access

Full access

Delete / Hide posts / comments

Full access

Full list of possible Notifications for all Inbox permission types

Full

Assigned Full

Assigned Feedback

Read Only

New ticket

Full access

Reopened ticket

Full access

Filtered items

Full access

Assigned posts

Comments in activity log

Full access

Assigned posts

Assigned posts

Tickets assigned to me

Full access

Full access

Full access

If you have any further questions, don't hesitate to contact our support team either via chat or via support@swat.io!

Did this answer your question?