Custom roles

Custom roles give you more flexibility in managing access within your workspace.

You can create and assign roles that are fully tailored to your team’s structure - whether that’s for specific clients, departments, or types of support work.

To manage custom roles, go to Settings → Roles → Add Role.

Once created, custom roles can be assigned to both new and existing members just like any other role.

Thread access and visibility

Custom roles also let you control exactly which threads a user can access.

When setting up a custom role, you can define access rules across several dimensions, such as:

• Tenants - Limit visibility to threads from specific tenants

• Companies - Restrict access to support requests from particular companies

• Tiers - Control visibility by customer tier (e.g. “Enterprise” or “Pro”)

• Labels - Filter by thread labels like “Product” or “Sales”

• Channels - Limit access to specific support channels, such as email or chat

You can mix and match these filters to precisely define what the role can see.

For example, you could create a role that can only view threads labeled “Sales” for a specific company, or one that only sees email requests from Enterprise customers.

Any threads that don’t match the configured filters will be completely hidden from members with that role.