A custom role between agent and admin

Question

Our support lead needs to manage categories and tags but should not have billing access. Is a custom role possible?

Kai Tanaka · Accepted Answer

We just gave our support lead the agent role plus manually walked them through category and tag changes as owner when needed, works as a stopgap.

Demo Team · Answer

Not today, roles are fixed at agent, admin, finance, and owner, no custom permission sets yet. Noted as a real gap for larger teams.

Hannah Wright · Answer

Same workaround here, giving our lead the agent role and handling the rest manually.

Solution