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In your organization help desk can be used by different people with different access permissions. Role Management allows you to set levels of access for different application users; to define a group of users and treat them as a one single unit. It helps you manage authorization, which enables you to specify the resources that users in your application are allowed to access and tasks they can perform at once.
Role management in Polar help desk is based on two Business Unit Types - Accounts and Teams. Accounts are people (Contacts) outside of your business that use help desk application to ask for support, while Teams are units inside organization that provide support services (Users) and take care about support management (Administrators, Managers, System User, etc)