Roles and members

When Two-tier support is enabled, Solution Desk uses three different roles. They define who can only create internal requests, who can also process and escalate tickets, and who can access the company settings.

The three roles at a glance

User

Users are the standard role in Solution Desk.

• They can create internal requests in Your team.
• They can view tickets.
• They can also view and comment on tickets that were already escalated to VAULO.
• They cannot escalate tickets themselves.
• They cannot move internal tickets forward when this requires support permissions.

First Level Support

The First Level Support role is intended for internal support staff.

• They can process tickets internally.
• They can escalate tickets and pass them on to VAULO.
• They cannot access the company settings.

Administrator

Administrators have all permissions of First Level Support and additionally access to Company settings.

• They can process tickets internally.
• They can escalate tickets to VAULO.
• They can open and manage the company settings.

What this means in practice

• Users report issues and follow the progress of their requests.
• First Level Support handles the internal processing and decides whether a ticket needs to be escalated to VAULO.
• Administrators also manage the Solution Desk configuration.

Recommended use of roles

• Assign User to everyone who should be able to submit requests but should not control the support flow.
• Use First Level Support for colleagues who are allowed to triage tickets and escalate them to VAULO.
• Assign Administrator only to people who should also maintain the company settings.

If you want to document the escalation flow step by step, see Escalate a ticket to VAULO. How to organize your internal processing stages is described in Board and status columns.