By defining account privileges for the agents who use the system, you can determine exactly what information each MSPComplete agent can view and edit.
Each agent invited to join a workgroup is given one of the following roles:
- Administrator: The administrator has full access to all customer, service, and billing information within the workgroup.
- Manager: Managers can carry out service tasks, have full access to all customer information, but cannot change billing credentials.
- Associate: Associates can carry out service tasks. They cannot view financial information or invite new agents to join MSPComplete.
- Inactive: An inactive agent cannot use MSPComplete until a manager or administrator edits the agent information and changes the role. The following actions occur when you update an agent’s role to inactive:
- The agent can no longer view the workgroup information.
- The agent’s account is listed as inactive in the agent list.
- If the agent has been assigned to service tasks that are pending, those tasks are unassigned and can be reassigned to other agents.
These are the default privileges for administrators, managers, and associates:
|
Action |
Administrator |
Manager |
Associate |
|
Workgroups |
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|
Create a new workgroup. |
Yes |
Yes |
Yes |
|
Redeem coupons purchased through a distributor. |
Yes |
No |
No |
|
Purchase single-use licenses. |
Yes |
Yes |
No |
|
Customers and services |
|||
|
Add a customer to a workgroup. |
Yes |
Yes |
Yes |
|
Add user records for a customer. |
Yes |
Yes |
Yes |
|
Set up and remove services for a customer. |
Yes |
Yes |
Yes |
|
Create groups of users to facilitate service delivery. |
Yes |
Yes |
Yes |
|
Create, edit, view, and delete custom services. |
Yes |
Yes |
Yes |
|
Assign service tasks to agents or teams. |
Yes |
Yes |
Yes |
|
Set service-level agreements and scheduling. |
Yes |
Yes |
Yes |
|
Deploy Device Management Agent to user computers. |
Yes |
Yes |
Yes |
|
Remotely analyze customer hardware and software. |
Yes |
Yes |
Yes |
|
Agent accounts |
|||
|
Invite new MSPComplete agents to a workgroup. |
Yes |
Yes |
No |
|
Edit agent information to change agent roles or set agents to inactive. |
Yes |
Yes |
No |
|
Create, edit, and delete teams. |
Yes |
Yes |
No |
|
Assign agents to teams. |
Yes |
Yes |
No |
|
Reports and messaging |
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|
View reports in the Report page. |
Yes |
No |
No |
|
Generate, export, and delete other types of reports. |
Yes |
No |
No |
|
View the customer feed and dashboard. |
Yes |
Yes |
Yes |
|
Change feed notification settings. |
Yes |
Yes |
Yes |