Help Desk access and plan gates

Inbox is available on Standard, Pro, and Enterprise plans. A plan gate and a role gate are separate requirements. An eligible organization still needs the right permission for a teammate to read or operate on tickets. Do not treat a sidebar link as proof that a person can reply, assign, or close work.

Inbox read grants access to ticket data. Inbox write grants permission to reply, add notes, and use AI Compose and Copilot. Inbox assign grants permission to assign tickets, change status or team, close tickets, cancel tickets, resume AI, and perform a takeover. Team management grants team administration and broad visibility. A plain member can have read-only access. Support-oriented roles can read, write, and assign tickets without team-management powers.

Ticket visibility can be scoped. Non-admin teammates can see global unassigned work, their team's work, tickets assigned to them, or tickets where they were mentioned. Before you expand Help Desk to a larger support group, review custom roles and team setup. Not every workspace member can open the source ticket, so do not share screenshots as if they can.