User roles/permissions within admin area
There should be a possibility to enforce different rights and have different admin rules.
I.e., we use Trengo help center and I'm the one who writes these articles, but I am not an admin myself. So as soon as I wish to publish a help center article, the admin user has to make me an admin. I can only view all the settings OR see nothing at all.
Perhaps it's even an idea to make a user eligible to be the admin of their user channel. Say you have a customer service line 1 and line 2. A team leader will be able to control quick replies, assign rules, etc. for their channel.
I suggest something like:
- Administrator/owner - all rights
- Moderator - all rights except the very sensitive areas like password, main e-mail, etc. Basically 'Admin' without ownership
- Writer - only access to help center and quick replies f.e.
- User - no access to settings at all
Yes, to be able to give a "light agent" rights to edit the help center articles would be awesome. I don't want to give our editor admin rights to Trengo. So now she copies the help center content to Pages and writes what she wants to write. Then she has to mail it back to me so I can post it in the help center.
That's not really working because I hire people so I don't have to do that job anymore and can use my time elsewhere in the business. I love writing content, stories and articles but I know it benefits my business more if I spend my time on other things so we can scale harder.
I subscribed to Trengo to help me delegate stuff more, and with some improvements and tweaks on things like these user roles it can work.