Skip to content
HelSup Help Center
Help Center/Administration & troubleshooting
Administration & troubleshooting

Manage agent roles and permissions

Assign support roles and permissions that match each team member’s responsibilities.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Roles live at Settings → Security → Roles (#/settings/security/roles). Shipped roles: es_support_admin (Support Admin, all caps), es_support_manager, es_support_agent, es_support_viewer. Capabilities are elegant_support_view_ticket, create_ticket, reply_ticket, assign_ticket, delete_ticket, view_customer, manage_customer, delete_customer, merge_customer, export_customer, anonymize_customer, manage_kb, view_kb, manage_automation, view_reports, manage_sla, manage_settings, manage_agents, use_ai, manage_ai, view_commerce, manage_integrations, view_integration_logs. WordPress Administrator keeps all caps. Reset roles restores the shipped map.

When to use this

A Viewer must not reply or open Settings. Granular caps keep a contractor out of license keys and AI providers.

Where to find the controls

#/settings/security/roles. Users are assigned roles in WordPress Users. Security category also contains Privacy.

Who can make these changes

Support Admins and WP admins edit the matrix. Do not give manage_settings to every agent.

Before you begin

Tick caps per role, save, then have that user reload the SPA. Reset roles if the matrix was experimented to a dead end.

Follow these steps

  1. Open Roles.
  2. Compare Manager vs Agent (Manager has automation, SLA, KB manage, delete/merge/export customer).
  3. Grant use_ai only to people who may send ticket text to a BYOK provider.
  4. Assign the WordPress role to the user.
  5. Verify forbidden screens.

Settings reference

Role key, label, checkbox per elegant_support_* cap, Reset roles to defaults.

Example workflow

A seasonal hire gets Support Agent: they can reply and assign but cannot open #/settings or #/automation.

Good practices

Prefer shipped roles over a dozen custom mixes. Viewers are useful for team leads who only watch Reports.

Important considerations

manage_settings includes license, IMAP passwords, and Feature Manager. Reset roles does not remove Administrator caps.

If something does not work

REST 403 on a screen: missing cap, not a JS bug. User has two roles — WP merges caps. Contact support if Reset roles fails or Administrator lost helpdesk access after a reset.

Continue learning

Organize your ticket workflow→Configure privacy and retention→Review security settings→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

Contact support ↗
LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.