DobroDesk Help Center
Manage teammate roles and Inbox access
Give each workspace member the minimum access needed to manage or handle support.
What you'll achieve
Admins can manage the workspace while agents see only the Inboxes and conversations they should handle.
Choose the role
- Owner controls the workspace and its highest-risk settings.
- Admin manages channels, Teams, Inboxes, workflows and service levels.
- Agent handles conversations available through their Team and Inbox access.
- Viewer has read-only access and never receives actionable support alerts.
Set operational access
Add an Agent to one or more Teams.
Make each Team eligible for the Inboxes it handles.
Set the agent assignment limit and review their live workload.
Test with an Agent account before enabling automatic assignment.
A role answers what a person can do. Team and Inbox membership answer which customer work they can access and receive.
Grant an advanced permission
Open Admin > Team > Members and expand Advanced permission sets.
Name the responsibility, select only the capabilities it needs and save it.
Assign the set to one or more teammates.
Test the protected action with that teammate before using it in production.
Permission sets add capabilities to a standard role. They do not expand the Inboxes or customer conversations an Agent can access.
Route to qualified teammates
Under Skill routing create a language, product or process skill.
Qualify teammates and record their proficiency from 1 to 5.
Choose an Inbox, set the minimum proficiency and select Require skill.
Send test conversations and confirm that only teammates at or above every required level are selected.
If no teammate has every skill required by the Inbox, the conversation stays unassigned. DobroDesk never silently assigns it to an unqualified person.