Help Desk access and plan gates
Understand the feature, read, write, assignment, and team permissions that govern Help Desk operations.
Inbox is available on Standard, Pro, and Enterprise plans. A plan gate and role gate are separate: 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 permits ticket data; Inbox write permits replies, notes, AI Compose, and Copilot; Inbox assign permits assignment, status/team changes, close, cancel, resume AI, and takeover. Team management controls team administration and broad visibility. A plain member can have read-only access, while support-oriented roles may read, write, and assign without team-management powers.
Ticket visibility can be scoped. Non-admin teammates may see global unassigned work, their team’s work, tickets assigned to them, or tickets where they were mentioned. Review custom roles and team setup before rolling Help Desk out to a larger support group, and avoid sharing screenshots as though every workspace member could open the source ticket.