Roles & permissions.

Access control combines a role (a sensible default set of permissions) with optional per-member overrides. People get exactly what they need — owners always keep full access.

The six roles

Role	Intended for	Access
Owner	Workspace creator	Every permission. Protected — cannot be removed or downgraded.
Admin	Operations leads	Almost everything, minus the most destructive billing and team actions.
Manager	Triage leads	Full feedback workflow, comments, tags, SLA escalation, plus read access to team, settings, and audit.
Agent	Support & triage	Work the queue — read, create, update, set status/priority, assign, comment.
Viewer	Stakeholders	Read-only across feedback, comments, SLA, and team.
Billing admin	Finance	Manage billing and read tokens & team — no feedback editing.

Permission catalog

Permissions are grouped by area. A role grants a default set; overrides add or remove individual permissions on top.

Group	Permissions
Feedback	`read`·`create`·`update`·`update_status`·`update_priority`·`assign`·`delete`·`export`
Comments	`read`·`create`·`manage`
Tags	`manage`
SLA	`read`·`manage`·`override`·`escalate`
Team	`read`·`invite`·`update_role`·`remove`
Settings	`read`·`manage`
Tokens	`read`·`create`·`revoke`
Billing	`read`·`manage`
Integrations	`read`·`manage`
Other	`notifications.read`·`audit.read`

How effective access is computed

For any member, effective permissions are:

effective = defaults[role] ∪ customPermissions − deniedPermissions

In words: start from the role's defaults, add anything explicitly granted, then remove anything explicitly denied. The Roles page shows each permission's state — Default, Granted, Denied, and the resulting Effective value — so there's no guesswork.

Owners always have full access regardless of overrides, and the UI marks them Protected. You can't lock yourself out of your own workspace.

Inviting members

From Team → Invite member, enter an email and pick a role. The invitee receives a link to accept; invitations expire after seven days. Once accepted, you can change a member's role inline or open Manage access to fine-tune their overrides on the Roles page.

Seat limits

The number of team members is governed by your plan: 1 on Free, 10 on Pro, and unlimited on Enterprise. Exceeding the cap returns an upgrade prompt rather than silently failing the invite.