Roles and permissions
Free on every planAccess that fits the job.
Three roles (admin, manager and agent) decide what each person can reach in settings and which admin actions they can take. A clear line between running the account and working in it.
The problem
Everyone an admin is not a permissions model
When every account can change every setting, one wrong click reconfigures a channel or deletes a rule, and nobody is quite sure who did it.
- A new hire can change billing or delete an inbox on day one
- Settings drift because everybody can edit them
- No way to give a temp access to conversations only
- Offboarding means hoping you removed the right things
Why teams love it
Safe defaults, no configuration project
Three roles cover what a support team actually needs, without a permissions matrix nobody wants to maintain.
- Protect the setup
- Only admins reach the settings that shape the account: channels, rules, billing and integrations.
- Agents can just work
- Give people everything they need to handle conversations and nothing they could break by accident.
- A middle ground that makes sense
- Managers sit between the two, with the oversight a team lead needs but not the full keys to the account.
- Nothing to design
- Roles work sensibly from the moment you invite someone: there is no permission matrix to plan first.
What’s inside
Three roles, clearly separated
Each role decides both what someone sees in settings and which administrative actions they can take.
- Admin
- Full access: account settings, channels, integrations, billing, users and every administrative action.
- Manager
- Oversight of the team and its work, without the account-level controls reserved for admins.
- Agent
- Everything needed to handle conversations, with settings and admin actions kept out of reach.
- Applied across settings
- The role governs what appears in settings, so people are not shown controls they cannot use.
- Set per user
- Each person carries exactly one role, assigned when you invite them and changeable at any time.
- Recorded in the audit log
- User and role changes are written to the audit log, so access changes are traceable.
Pricing
Free on every planFree, on every plan
Roles and permissions are part of every Herodesk plan, including Free. Access control is not something we think you should have to pay extra for.
Included free on every plan, forever.
Customer stories
Read about our customers’ experience with Herodesk
Meet some of the businesses that use Herodesk for their customer service every day.
Pricing
Choose the plan that fits your needs
Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.
Herodesk Free
For working on your own
$0
Herodesk Basic
Bring your team together
$34per user / month
Herodesk Plus
Spend less time on routine work
$57per user / month
Herodesk Pro
Keep service consistent as you grow
$80per user / month
Roles and permissions: who can change what
Every user in Herodesk carries one of three roles (admin, manager or agent), and that role decides what they can reach in settings and which administrative actions they can take. It draws a clear line between the people who configure the account and the people who work in it, so a new hire cannot reconfigure a channel or delete a rule on their first day.
Roles apply throughout the shared inbox: settings people cannot use are not shown to them, and user and role changes are written to the audit log so access is traceable after the fact. On Herodesk Pro, teams add a further grouping layer with their own managers, and SSO and two-factor authentication tighten how people sign in.
Roles and permissions are included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.
Give your team time back
Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby
CEO · Pluspige
From a Herodesk customer
4–6
hours saved on cleanup after live sales
Read the customer story“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”















































































