Role-Based Access in the Help Desk

Keep Access Relevant - and Secure

Not every ticket needs to be visible to every employee. Whether it's IT, HR, compliance, or facilities - role-based access ensures staff only see what applies to them. It's essential for privacy and efficiency.

How Role-Based Access Works

• Group-Based Permissions: Assign users to groups (like Network, Lending, HR, Branch Ops) and define access accordingly.
• Ticket Type Filtering: Show only relevant request types to each group.
• Restricted Ticket Visibility: Sensitive requests (HR, security, disciplinary, etc.) stay private.
• Granular Assignment: Route and limit tickets to specific departments or users by role.

Use Cases in Financial Institutions

At banks and credit unions, internal requests span many departments - but not every staff member should see everything. Our help desk was built to reflect that reality. Role-based access protects sensitive information while improving response times.

Explore Related Tools

• Role-Based Routing - Auto-direct requests to the right team based on selected topic
• Compliance - Track privileged access and sensitive requests
• Change Management - Route infrastructure or core changes through proper channels