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Feature

The right people see the right tickets

Your sales team should not read HR's tickets, a junior agent should not send without a check, and nobody should be able to delete a customer's history on a whim. Permissions here are enforced, not decorative.

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  • Enforced on the server
  • Visibility by department
  • Google & Microsoft sign-in

How does access control work in SupaDesk?

Each person's effective permissions are their roles' defaults, plus anything granted to them, minus anything denied to them - checked on the server for every request. Separately, a ticket scope decides which tickets someone can see at all: only their own, their teams', their departments', or all. Agents sign in with a password, Google or Microsoft, can protect their account with an authenticator app, and must enter a fresh code before any action that cannot be undone.

  • Role defaults + personal grants - personal denies.
  • Drafting, sending, approving and policy editing are separate permissions.
  • Ticket scopes: assigned to me, my teams, my departments, all.
  • A ticket outside your scope looks exactly like one that does not exist.
  • TOTP authenticator-app MFA; codes are single-use and lock after repeated failures.
  • Every user is invited - nobody is ever given a password by someone else.
In detail

Designed against the ways desks actually get this wrong

Authority comes from permissions, not titles

A team lead flag that quietly grants approval rights is exactly how maker-checker gets bypassed.

  • Being a team lead or a department head grants nothing by itself.
  • Approvers need the approval permission in their own right - even when delegated to.
  • Role names are never used in code; capabilities are, so renaming a role changes nothing.
  • Client-side hiding is a convenience; the server refuses regardless.

Visibility that holds everywhere

A scope that applies to the ticket list but not to search, notifications or links is not a scope.

  • One visibility rule, applied to lists, search, notifications and direct links alike.
  • Tickets you are assigned, watching or asked to approve are always visible to you.
  • Departments cover categories, so a department sees its subject matter wherever it lands.
  • Out of scope answers "not found" - the existence of a ticket is not leaked.

Sign-in without new risks

Single sign-on should remove passwords, not add a way into somebody's mailbox.

  • Google and Microsoft sign-in request identity only - never mail access.
  • Microsoft identity is read from the verified sign-in name, not a free-text address field.
  • Sign-in matches existing, active users; invited users finish their invitation first.
  • Sessions never travel in a URL.

Related

Security

How SupaDesk isolates, encrypts and guards your customers' conversations.

Teams, Departments & Fields

Model how your desk is actually organised - teams, departments, categories and custom fields.

Reply Approval

Maker-checker for customer email: the rules decide which replies need a second pair of eyes.

Multi-Department Service Desk

Sales, billing, operations and HR on one desk - each department seeing its own tickets.

Email Safety

Attachments virus-scanned, links checked, customer HTML sandboxed before an agent sees it.

Banking & Financial Services

Reply approvals, complaint timelines and an audit trail a regulator can follow.
Frequently asked

Questions people ask before they start

About fifty keys across tickets, messages, approvals, policies, contacts, organisations, mailboxes, SLA, routing, teams, users, roles, reports, settings, canned responses and AI - for example drafting a reply and sending one are separate permissions. Every key protects a server endpoint; none of them only hides a button.

Yes. Each role has a ticket scope: assigned to me, my teams, my departments, or all - with switches to include unassigned and uncategorised tickets. A person can be given an override by an administrator.

Google and Microsoft sign-in, for agents and for portal customers. Sign-in only ever requests identity scopes - never access to anybody's mailbox - and matches an existing account rather than creating one.

Actions that cannot be undone: deleting a ticket permanently, releasing a suppressed address, deleting a mailbox and similar. They ask for a fresh authenticator code even in a signed-in session, and a code works only once.

No. Removing the last administrator - by suspension, role change, permission revocation or retiring a role - is refused, and nobody can suspend themselves.

Hand your security team a desk they can sign off.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.