User Roles and Permissions in Collaboration
Collaboration uses flexible access controls to ensure that every team member can collaborate effectively while maintaining security and operational discipline. Administrators define user types and permissions so that each role has the right level of access for their daily work.
User type permissions determine what each role can do in Collaboration. Depending on their configuration, users may be able to access the Collaboration workspace, start or join 1:1 or group chats, participate in conferences or broadcasts, share or transfer activities and inventory, send or respond to helpdesk requests, or configure and manage groups or helpdesks. These permissions are defined at the user type level to align with job responsibilities and organizational policies.
- Mobile Workers access the Collaboration pane from the mobile or web app to chat with peers or dispatchers, share activity details or photos, and escalate issues without leaving the job screen. Their permissions remain streamlined to keep focus on field execution.
- Dispatchers coordinate activities across teams and units, initiate group conversations, monitor collaboration history tied to resources or activities, and serve as the first point for escalations. They typically have broad visibility to ensure smooth coordination.
- Helpdesk Operators handle structured queues, receive and resolve service requests, and transfer unresolved issues to supervisors or other operators. Their permissions are limited to managing helpdesk interactions and supporting field users in real time.
- Supervisors oversee daily operations, join conversations for guidance or oversight, and broadcast updates to field teams. They ensure that escalations are handled promptly and that communications stay clear and traceable.
- Back-Office Employees support field and helpdesk teams by sharing information, documentation, or resources as needed.
- Administrators configure Collaboration across the organization—enabling or disabling features, managing permissions, creating groups or helpdesks, and monitoring usage for compliance and optimization.
When setting up permissions, assign them based on responsibility, not individual preference. Keep field roles lightweight to avoid distraction, grant dispatchers and supervisors wider access for coordination, and reserve administrative privileges strictly for trained system administrators. This balance ensures secure, efficient communication while keeping every role focused on their core tasks.
The following table summarizes typical permissions by user role in Collaboration:
| Feature / Action | Mobile Worker | Dispatcher / Supervisor | Helpdesk Operator | Administrator |
|---|---|---|---|---|
| Access Collaboration workspace | Yes | Yes | Yes | Yes |
| Start or join 1:1 chat | Yes | Yes | Yes | Yes |
| Start or join group chat / conference | Yes (limited to peers or assigned groups) | Yes | No | Yes |
| Send or receive broadcasts | Receive only | Send and receive | Receive only | Send and receive |
| Send or respond to helpdesk requests | Can submit requests | Can submit or escalate requests | Can respond and take chat | Can configure helpdesk setup |
| Share or transfer activities | Yes (own activities) | Yes | No | Yes |
| Share or transfer inventory | Yes | Yes | No | Yes |
| Add or invite participants to conversations | Yes (when enabled) | Yes | No | Yes |
| Start video (Zoom) sessions | Yes | Yes | No | Yes |
| View collaboration history | Yes (own threads) | Yes (team threads) | Yes (helpdesk threads) | Yes (full visibility) |
| Create or manage groups | No | No | No | Yes |
| Create or manage helpdesk queues | No | No | No | Yes |
| Configure collaboration settings (permissions, notifications, visibility) | No | No | No | Yes |
| Monitor metrics or usage reports | No | Yes (team scope) | No | Yes (global scope) |