Roles Added by DMSI Support Desk #
DMSI Support Desk adds one new WordPress role and two new capabilities:
| Role / Capability | Who Has It | What It Allows |
|---|---|---|
Role: support_agent | Users assigned this role | Access to ticket management, replies, Knowledge Base editing |
Capability: support_agent | support_agent role + Administrator | Core ticket and KB operations |
Capability: support_manager | Administrator only | SLA settings, reports, system configuration |
Assigning the Support Agent Role #
- Go to WordPress Admin → Users.
- Edit the user you want to designate as a support agent.
- Change their role to Support Agent.
- Save.
Note: Administrators automatically have both
support_agentandsupport_managercapabilities. No role change is needed for admin users.
You can customize which roles have these capabilities under Support Desk → Settings → Roles.