Hello! How are you?

Would you like to edit the actions a user can perform and the tickets/requests they can view in the Inbox?

This article will guide you through a practical example!

NOTE: This article applies only to Head Office users who do not have the Master role. Users with the Master role automatically have access to all tickets and can perform any action in the Inbox.

Supervisor / Coordinator who needs to monitor communication between all the units they manage and the other departments of the Franchisor / Head Office.

In our example, the user "supervisor" already has access to Yungas.

🟡 Create a specific tag for the user and their units.

For example, for a supervisor responsible for the Southeast region, create a tag called "Southeast Region".

🟡 Add the tag to the units/franchises the user needs to access.

For example, add the "Southeast Region" tag to all units/franchises located in that region.

🟡 Add the tag to the Head Office user "supervisor".

🟡 Define the permissions assigned to the user's role.

🔹 Step 1. Create a specific tag for the units and the user "supervisor".

In our example, we created the tag "tag teste unidades relacionadas".

🔹 Step 2. Access the corresponding units under:

Settings >> Units

Add the tag to the units that the supervisor needs to access.

🔹 Step 3. Access:

Settings >> Users >> Franchisor Users tab

Locate the user "supervisor" and click the pencil icon to edit the user and add the tag.

Note that the Franchisor user in our example is already assigned to a role that has access to the Communication module.

Now, we will configure the other permissions this supervisor will have within the module.

A user's visibility in the Inbox depends on the role and permissions assigned to them when their account was created.

Therefore, if you want to change this visibility, you must edit the permissions of the role assigned to the user.

NOTE: When you make this change, you will also modify the permissions of other users assigned to the same role.

🔸 Step 1. To edit the role, access:

Settings >> Permissions

This option is located in the upper-right area of the screen.

🔸 Step 2. On the permissions page, locate the role assigned to the user and click it.

🔸 Step 3. Find "Communication" and click the down arrow.

🔸 Step 4. For the "supervisor" to monitor all communication between their franchises/units and the other departments of the Franchisor/Head Office, the "Related Units" option must be selected.

⚠️ Attention!

The "Responsible Person" filter in the Inbox will only be available to users whose Communication permission is configured as "Full".

Note that the Communication module also includes other actions that the user may or may not have permission to perform.

🔸 Step 5. After selecting all the features the "supervisor" should have access to, click "Save".

The following confirmation message will appear:

"Permission successfully changed!"

When opening the Franchisor role for editing, you can also see the number of permissions already enabled and the users assigned to that role, along with their respective email addresses.

If you need to delete this user, you must define which other user will take over their responsibilities.

This is necessary because the user's responsibilities must be transferred before deletion.

Access:

Settings >> Users >> Franchisor / Head Office Users

Locate the user you want to delete.

Click the trash icon corresponding to the user.

The following message will appear:

"To delete this user, you need to transfer their responsibilities to another user."

When completing this process, all responsibilities related to Tickets, Departments, and Subdepartments will be transferred, and the user will be deleted from the platform.

In the window that opens, use the "To:" field to select the user who will receive these responsibilities.

Then click "Transfer and Delete".

After confirmation, the following message will appear:

"Responsibilities transferred and user deleted."

Contact our Support team through the Message icon.

⌚ Support hours: 9:30 AM to 5:30 PM.