Roles & permissions
The four workspace roles, the super-admin flag, and a complete permission matrix across every feature.
Access in NSupport Platform is governed by your role within the current workspace. There are four roles plus a platform-level super-admin flag.
The roles
Member
An end user / requester. Reports and follows their own cases, reads announcements, browses the knowledge base, uses the AI assistant.
Agent
Support staff. Handles cases assigned to them, reported by them, or in a category they cover. Writes knowledge base articles. Cannot configure the workspace.
Admin
Configures the workspace: users and memberships, categories, workflows, announcements, broadcast push. Sees all cases.
Owner
The workspace owner. Everything an Admin can do, plus full control over the workspace itself. The highest workspace role.
The role hierarchy is Owner > Admin > Agent > Member. A higher role includes the abilities of the roles beneath it. Many screens use the shorthand "staff" to mean Agent, Admin and Owner together (as opposed to Members).
In the Dutch interface the roles are labelled Eigenaar (Owner), Beheerder (Admin), Behandelaar (Agent) and Medewerker (Member).
Super admin
A separate, platform-wide super admin flag lives on the user account (not the workspace membership). Super admins manage the workspaces (tenants) themselves, across the whole platform. This flag is independent of your per-workspace role.
How visibility works for cases
Case visibility is the most nuanced rule, so it's worth stating precisely:
- Member - sees only the cases they reported.
- Agent - sees cases assigned to them, reported by them, or in a category they are assigned to cover. This is the "covering for a colleague" rule: link an agent to a category and they see every case in it.
- Admin / Owner - see all cases in the workspace.
The same rule applies everywhere a case can be reached, including the AI assistant when it looks up cases on your behalf.
Full permission matrix
✓ = allowed · ✗ = not available · own = only items you created.
| Capability | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| Cases | ||||
| Report a case | ✓ | ✓ | ✓ | ✓ |
| View cases | own | assigned / own / covered categories | all | all |
| Edit case details and status | own | ✓ | ✓ | ✓ |
| Assign / reassign a case | ✗ | ✓ | ✓ | ✓ |
| Add a comment | ✓ | ✓ | ✓ | ✓ |
| Reopen a resolved case | own (within 14 days) | - | ✓ | ✓ |
| Knowledge base | ||||
| Read & search published articles | ✓ | ✓ | ✓ | ✓ |
| Vote an article helpful | ✓ | ✓ | ✓ | ✓ |
| Create / edit / publish articles | ✗ | ✓ | ✓ | ✓ |
| Announcements | ||||
| Read announcements | ✓ | ✓ | ✓ | ✓ |
| Create / edit / pin / schedule | ✗ | ✗ | ✓ | ✓ |
| Documents | ||||
| View / download a document | by its minimum role | by its minimum role | ✓ | ✓ |
| Upload / organise / approve documents | ✗ | ✗ | ✓ | ✓ |
| AI assistant | ||||
| Chat, search KB, list announcements | ✓ | ✓ | ✓ | ✓ |
| Look up cases (scoped to your visibility) | own | assigned / own / covered | all | all |
| File a case via the assistant (after confirming) | ✓ | ✓ | ✓ | ✓ |
| Notifications | ||||
| Receive in-app & push notifications | ✓ | ✓ | ✓ | ✓ |
| Send a broadcast push | ✗ | ✗ | ✓ | ✓ |
| Administration | ||||
| Manage users & memberships | ✗ | ✗ | ✓ | ✓ |
| Manage categories & workflows | ✗ | ✗ | ✓ | ✓ |
| Assign agents to categories | ✗ | ✗ | ✓ | ✓ |
| Manage workspaces (tenants) | super admin only |
Each feature page repeats the part of this matrix that applies to it, so you don't have to come back here.