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Administration & troubleshooting

Review security settings

Find the privacy and access controls that govern your support workspace.

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

Security is a Settings category containing Privacy and Roles. Use Privacy for retention controls and Roles for staff capabilities. Customer portal access is configured separately under System → Portal.

When to use this

Admins need one place to reason about who can see tickets and how long logs live. Splitting Privacy and Roles under Security matches the two-level catalog.

Where to find the controls

Settings Overview → Security cards, or #/settings/security/privacy and #/settings/security/roles. System Status for REST/permalink health.

Who can make these changes

manage_settings. Agents never need this category to reply.

Before you begin

Configure Roles first, then Privacy retention, then verify portal IDOR with two test customers. Keep page caches off /wp-json/elegant-support/.

Follow these steps

  1. Open Settings Overview.
  2. Enter Security.
  3. Set Roles.
  4. Set Privacy.
  5. Run a portal isolation test.
  6. Confirm public chat still rate-limits.

Settings reference

Child nav: Privacy, Roles. Related controls live on Channels (rate limit) and System (uninstall wipe).

Example workflow

An audit asks “who can export customers?” You open Roles and show export_customer on Manager and Admin only.

Good practices

Treat confirmed IDOR as P1. Documentation Center is not a substitute for role reviews.

Important considerations

Do not add users to Administrator “to make Settings work” if they only needed assign_ticket. That grants license and mailbox secrets.

If something does not work

Security nav empty: manage_settings missing. Portal leak: stop, see portal/overview, contact support. REST 401 after login: cookie/nonce, not Roles — see troubleshooting/overview.

Continue learning

Configure the customer portal→Manage agent roles and permissions→Configure privacy and retention→Check System Status→

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