Feature documentation
Users & Access Management
Who can do what, answered precisely.
Staff access is managed through roles, scoped permissions, per-user overrides and permission templates — with an Effective Permissions screen that answers the question audits actually ask: for this permission, who has it, and why? Departments, teams and board access give structure to larger service desks.
The users directory
A full staff directory with search, filters (role, department, team, board, status), bulk actions, and a detail view covering profile, departments and teams, board access, permissions, security and activity. "Last active" is a real signal derived from authenticated requests — not an invented statistic.
Roles and permissions
Built-in roles are shared and read-only; custom tenant roles are yours to create — including duplicating a built-in as a starting point. Assignment is guarded: the roles a user can hand out are exactly the assignable set, an administrator cannot edit a role they themselves hold, and a role in use cannot be deleted out from under its holders.
- Per-user overrides grant or deny individual permissions on top of roles — a Deny wins at the endpoint gate, not just in fine-grained checks.
- Permission templates (Standard Technician, Dispatcher, Billing User, Auditor and more) apply a curated set of overrides in one action.
- Every change is written to the audit log.
Effective permissions, resolved by the engine
Pick any permission and see every user’s actual access as the enforcement engine resolves it — which roles contribute, which overrides intervene, and what scope applies. What the screen shows is what the API enforces, because both ask the same engine.
Keep your PSA. Upgrade your client experience.
Desk Portal gives your clients a modern support experience while your team continues working in the PSA they already know.