Roles and Permissions Reference
Access Control Overview
FlowDesk enforces role-based permissions to maintain operational integrity, accountability, and security. Each role is granted capabilities aligned with its service responsibilities.
Permissions Matrix
| Capability | User | Technician | Manager |
|---|---|---|---|
| Create tickets | Yes | Yes | Yes |
| View personal tickets | Yes | Yes | Yes |
| View assigned tickets | No | Yes | Yes |
| Close tickets | No | Assigned only | All tickets |
| Modify ticket details | No | Assigned only | All tickets |
| Contribute to knowledge base | No | Yes | Yes |
| Manage knowledge base | No | Limited | Full control |
| Access operational analytics | No | Limited | Yes |
Governance Considerations
Permissions are enforced automatically to prevent unauthorized actions and preserve auditability. Organizations may refine role policies according to internal governance requirements.