Explanation
Roles & permissions
On this page
Conclude has one set of account-wide roles and a small set of permissions. You manage all of them on one page, Admin console > Users and access > Roles & permissions . This page is for account owners and account admins. App roles are different. They govern tickets inside one app, and the Roles tab covers them.
The page has three sections: Account, Connect and Apps. Only the account owner and account admins can open it. A billing admin sees only the Account and Billing pages in the Admin console. Members cannot open the page at all. Rows under Connect and Apps appear only for the capabilities that are enabled on the account.
Account roles
The Account section assigns the roles that administer the whole account. An account has exactly one owner. It can have any number of account admins and at most one billing admin.
| Role | What it grants |
|---|---|
| Account owner | Full control of the account, including ownership transfer. |
| Account admins | Full admin access across settings, connections, apps and users. |
| Billing admin | Can view invoices and manage subscription and payment details. See Billing. |
Everyone else is a member. The permissions below decide what a member can do beyond taking part. The account owner and account admins always have every permission.
Access levels
Each permission in the Connect and Apps sections has one of three access levels. The plan decides which levels you can choose.
| Access level | Who gets access | Selectable on |
|---|---|---|
| Admins | Account owner and account admins only | Pro, Enterprise |
| Everyone | All active users in the workspace | Pro, Enterprise |
| Admins + specific users | Admins plus individually chosen users, without full admin rights | Enterprise, and during the trial |
On Starter, the Manage button is disabled. A tooltip says that a Pro or Enterprise license is required, so you cannot change the current level. On Pro, Admins + specific users is shown but disabled, with a tooltip about Enterprise. See Pricing for the plans and Billing for your subscription.
To change a permission:
- Open Admin console > Users and access > Roles & permissions .
- Click Manage next to the permission.
- Select Admins, Admins + specific users or Everyone.
- For Admins + specific users, search for and add the users.
- Click Save.
Connect permissions
The Connect section controls who may create connections and chats. Conclude shows Connect channels and Create chats only when Connect is enabled on the account. It shows Connect external channels only when External is enabled. Manage bridges appears only when Bridge is enabled.
| Permission | What it allows |
|---|---|
| Connect channels | Connect channels between your own workspaces (Internal). |
| Create chats | Create direct chats between users across your connected workspaces (Chats). |
| Connect external channels | Connect channels with other organizations (External). |
| Manage bridges | Manage bridges between organizations (Bridge). |
Connect external channels decides who may start a connection. Even at Everyone, the other organization must accept the invitation before the connection becomes active.
App permissions
The Apps section has a single permission, Manage apps. It covers:
- Installing apps and integrations from Conclude’s templates
- Uninstalling apps
- Configuring app settings and permissions
Built-in templates and third-party integrations such as Jira and Zendesk all count as apps here. See Templates and Integrations.
Manage apps decides who may install and configure apps. Each app then decides who does what inside it. The Roles tab sets the default assignee, who is invited to each ticket, where alerts go and who may create tickets. You set admins and superusers in the app’s YAML roles block. See Macros and roles. App roles are separate from account roles, and an app admin is not an account admin.
Where each role lives
| Role family | Scope | Defined in |
|---|---|---|
| Account owner, account admins, billing admin | Whole account | Admin console > Users and access > Roles & permissions > Account |
| Connect permissions | Creating connections, chats and bridges | Admin console > Users and access > Roles & permissions > Connect |
| Manage apps | Installing and configuring apps | Admin console > Users and access > Roles & permissions > Apps |
| App roles (owner, members, admins, superusers) | One app and its tickets | The app’s Roles tab and YAML roles block |
Related: Organization, Permissions in Slack, Permissions in Microsoft Teams.