Permissions
Complete reference for what each role can and cannot do in Treqdesk.
Treqdesk tracks four workspace roles that matter to users: Owner, Admin, Agent, and Member. The Owner is the person who installs Treqdesk and has ultimate authority. Admins are elevated collaborators who can manage support teams and agents but cannot touch billing. Agents are granted permission when added to support teams; they handle tickets. Members are everyone else and can only create tickets.
| Role | What it means | Can do |
|---|---|---|
| Owner | Workspace administrator (installer) | Full control: manage workspace settings, support teams, agents, and billing/plan/seats. Automatically granted on first install. |
| Admin | Privileged collaborator | Create/edit/delete support teams, add/remove agents, perform ticket actions when also an agent. Can access and manage billing portal only if on the Pro plan. |
| Agent | Member of one or more support teams | Handle tickets for assigned teams, including assignment, completion, reopening, and reassigning. View the workspace-wide leaderboard and leaderboards for their specific teams. |
| Member | Any workspace user not assigned as an agent | Create tickets via reaction and view the workspace-wide leaderboard ("All Teams"). Cannot view individual team leaderboards as they are not assigned to any. |
Permission matrix
| Action | Owner | Admin | Agent | Member |
|---|---|---|---|---|
| Tickets | ||||
| Create tickets (🎫 reaction) | ✅ | ✅ | ✅ | ✅ |
| Assign tickets | ✅* | ✅* | ✅ | ❌ |
| Complete tickets | ✅* | ✅* | ✅ | ❌ |
| Reopen tickets | ✅* | ✅* | ✅ | ❌ |
| Reassign tickets | ✅* | ✅* | ✅ | ❌ |
| Close tickets | ✅* | ✅* | ❌ | ❌ |
View My Tickets (/mytickets) | ✅ | ✅ | ✅ | ❌ |
| View Workspace Leaderboard | ✅ | ✅ | ✅ | ✅ |
| View Team Leaderboard | ✅ | ✅ | ✅* | ❌ |
| Support Teams | ||||
| Create support teams | ✅ | ✅ | ❌ | ❌ |
| Edit support teams | ✅ | ✅ | ❌ | ❌ |
| Delete support teams | ✅ | ✅ | ❌ | ❌ |
| Configure auto-assign / triage | ✅ | ✅ | ❌ | ❌ |
| View Billing & Seats | ✅ | ❌ | ❌ | ❌ |
| Billing & Plan | ||||
| Access billing portal | ✅ | ❌ | ❌ | ❌ |
| Upgrade plan | ✅ | ❌ | ❌ | ❌ |
| Manage agent seats | ✅ | ❌ | ❌ | ❌ |
_Additionally, any action marked with a * requires the user to be an active
agent for the relevant support team (owners/admins still need that membership).
What happens when a permission is denied
Treqdesk doesn't silently hide unauthorized actions — it shows the button and blocks it with a clear error message that explains:
- What you tried to do
- What role is required
- Who to contact for access
This is intentional. Surfacing all actions regardless of role helps users understand what the product can do and know who to ask for help.
How roles are assigned
| Role | How you get it |
|---|---|
| Owner | Assigned automatically to the user who installs Treqdesk. There's only one per workspace; the first installer. Additional admins cannot be promoted via UI today. |
| Agent | Assigned when you are added to a support team (either by an Owner or Admin). Agents handle tickets in their teams. |
| Member | Default for all other workspace users. Members can create tickets but cannot manage them. |