Agent Roles and Privileges

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 purchase, assign, and renew subscriptions for Agents, but cannot change billing credentials used to purchase the subscriptions.
  • Associate: Associates can carry out service tasks. They can assign subscriptions already purchased from a distributor, but they cannot purchase subscriptions using the workgroup credit card. 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 and subscriptions

Create a new workgroup.

Yes

Yes

Yes

Create, edit, and delete subscription billing information.

Yes

No

No

Purchase subscriptions using direct billing by credit card.

Yes

Yes

No

Redeem coupons for subscriptions purchased through a distributor.

Yes

No

No

Change subscriptions so that they do not auto-renew.

Yes

Yes

No

Purchase single-use licenses for services not covered by subscriptions.

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

Create endpoints to manage connections and credentials.

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
(for other managers and associates only)

No

Edit agent information to change agent roles or set agents to inactive.

Yes

Yes
(for other managers and associates only)

No

Create, edit, and delete teams.

Yes

Yes

No

Assign agents to teams.

Yes

Yes

No

Reports and messaging

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

 

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