Klaus is a tool for the entire customer service team and it comes with a selection of user roles and permissions.

Here's a list of the available roles.

Agent

Agent is the most limited user role. Agents cannot view other agents' tickets or give feedback. Agents can:

  • View their own tickets and reply to received feedback
  • View their own statistics
  • Conduct self-reviews

Workspace Reviewer

Workspace reviewer is the most common role for QA specialists and teams that do peer reviews. Workspace reviewers can:

  • Do all of the above
  • Review other agents' tickets
  • View general statistics about the entire workspace

Workspace Manager

Workspace manager is the customer service team lead who sets up rating categories and assigns roles within a workspace. Workspace managers can:

  • Do all of the above
  • Edit their own workspace's settings
  • Edit workspace reviewers' roles
  • View detailed statistics about each agent and reviewer separately

Account Manager

Account Manager is the head of customer support who manages all workspaces. Account managers can:

  • Do all of the above
  • Edit all workspaces' settings
  • Edit workspace managers' roles

Admin

Admin is the account owner with access to everything. Admins can:

  • Do all of the above
  • Manage payments
  • Delete account
  • Edit all account roles

Read more about how to invite members to your workspace and assign them user roles.

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