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Help Center›Getting Started.›Roles & permissions›Permissions by role in Atlas
Table of contents
  • Overview
  • Permissions at a glance
  • FAQs & Troubleshooting
  • What does "View only" mean?
  • What's the difference between "Set up" and "Use"?
  • How do I change someone's role?

    • Permissions by role in Atlas

    Last updated October 15, 2026

    Who can use this feature?
    Everyone: Admins, Agents and Viewers.

    Overview

    Each teammate in Atlas has one role: Admin, Agent or Viewer. The role decides what they can see and change. Use this page to check who can do what before you invite someone or change their role.

    Related articles:
    •  Types of roles in Atlas: What each role is for and which menus it sees.
    •  How to invite and manage team members and roles: Assign or change a role.

    Permissions at a glance

    Click a section's title to collapse or expand it.

    Admin

    Manages the workspace and every setting.

    Agent

    Answers customers and works tickets.

    Viewer

    Reads tickets and content, without changing anything.

    ✓ Yes   ◐ View only   ✓ Set up   ✓ Use   — No

    Tickets · The inbox and everything agents do in a ticket.
    AdminAgentViewer
    Read tickets✓ Yes✓ Yes✓ Yes
    Copy a ticket link and export a ticket as PDF✓ Yes✓ Yes✓ Yes
    Reply to customers✓ Yes✓ Yes— No
    Create tickets✓ Yes✓ Yes— No
    Change status, assignee, priority and tags✓ Yes✓ Yes— No
    Add internal notes and start sidebar conversations✓ Yes✓ Yes— No
    Merge, snooze, mark as unread or change the customer✓ Yes✓ Yes— No
    Use Smart Assist and Zeus AI suggested replies✓ Yes✓ Yes— No
    Link tickets to Jira or Linear issues✓ Yes✓ Yes— No
    Customers and insights · Who your customers are and what they do.
    AdminAgentViewer
    Customers✓ Yes✓ Yes◐ View only
    Accounts✓ Yes✓ Yes◐ View only
    Customer segments✓ Yes✓ Yes— No
    Session Recording✓ Yes✓ Yes◐ View only
    Reports✓ Yes✓ Yes— No
    Broadcast campaigns✓ Yes✓ Yes— No
    Content and AI · What customers read and the bots that answer them.
    AdminAgentViewer
    Help Center articles and categories✓ Yes✓ Yes◐ View only
    Chatbots and workflows✓ Yes✓ Yes◐ View only
    Zeus AI✓ Yes✓ Yes— No
    Ticket management setup · Rules and tools that shape how tickets are handled.
    AdminAgentViewer
    Canned responses, tags and teams✓ Set up✓ Use— No
    CSAT surveys, info pane and draft collaboration✓ Set up✓ Use— No
    Routing rules, automations and SLA rules✓ Set up— No— No
    Workspace administration · Everything in App Configuration, plus team and security.
    AdminAgentViewer
    App Configuration: installation, channels, integrations and data✓ Yes— No— No
    Invite teammates and change roles✓ Yes— No— No
    Organization settings and business hours✓ Yes— No— No
    Security and two-factor authentication✓ Yes— No— No
    Create shifts and approve time off✓ Yes— No— No
    Your settings · What each person manages for themselves.
    AdminAgentViewer
    Profile✓ Yes✓ Yes✓ Yes
    Team page✓ Yes◐ View only◐ View only
    Notifications✓ Yes✓ Yes— No
    Schedule and time off requests✓ Yes✓ Yes— No

    What you see also depends on your plan.

    FAQs & Troubleshooting

    What does "View only" mean?

    The teammate can open and read that area, but can't create, edit or delete anything in it.

    What's the difference between "Set up" and "Use"?

    Admins create and configure these tools in  "App Configuration" . Agents then use them while working on tickets, for example inserting a canned response or adding a tag.

    How do I change someone's role?

    Only Admins can change roles, in  "Settings > Team" . For instructions, read How to invite and manage team members and roles.

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