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KB Title: User Management Overview – Definition of User Permissions

Portal Administrators have the capability to easily add/deactivate/edit users belonging to their
organization. User fields available for edit include:

• First name
• Last name
• Phone
• Permission

Portal Administrators can manage permissions for the users in their account, here are the available user
permissions:
1. Community Only – These users have access to all features of A-People including file sharing.
• This is the base-level permission for self-registered customers.
2. Case Management – In addition to the Community Only permission, these users have access to
create and manage their own support cases.
• This permission should be granted to those in your organization who are actively
creating and developing bots.
3. All Account Access – In addition to Case Management permission, these users have read/write
access to all cases in their organization and ability to view reports and dashboards.
• This permission should be granted to team leads and management. Limit 5 per account.
4. Portal Administrator – Full access to every aspect of user management and is the only role
allowed to add/deactivate/edit users.
• Assign to individuals responsible for maintaining all user records. Limit 2 per account.

Existing Zendesk users will be granted Case Management. New customer users who register will have
Community Only and will need to contact their Portal Administrator for additional permissions.

PLEASE NOTE: Downgrading from Portal Administrator/All Account Access to Case


Management/Community is NOT supported. Each account is limited to 2 Portal Administrators and 5
All Account Access users. Please make sure to check with your account owner before granting users
Portal Administrator and All Account Access.

Permissions Matrix

PORTAL ALL ACCOUNT CASE COMMUNITY


ADMINISTRATOR ACCESS MANAGEMENT ONLY
(LIMIT 2 PER (LIMIT 5 PER
ACCOUNT) ACCOUNT)
A-People access: Forums, Knowledge Articles, x x x x
Groups
File sharing x x x x
Create/manage own cases x x x
View own reports/dashboards x x
Read/write all cases across the account x x
View reports/dashboards across all account cases x x
Add/deactivate/edit users x