Owner
Each workspace has exactly one Owner. The Owner can manage billing, cancel the subscription, transfer ownership, manage integrations, invite users, view reports, and work on conversations. Transfer ownership before removing the current Owner. Owners count as paid agents.
Admin
Admins can invite and deactivate members, manage inboxes and integrations, import tickets, view reports, and work on conversations. Admins cannot manage billing, cancel a subscription, or transfer ownership. An Admin cannot remove the Owner.
Agent
Agents can view and work on workspace conversations, add private notes, use saved replies, and update tags and status. They cannot view workspace reports, manage billing, invite members, import data, or install integrations. There are no free viewer or observer seats.
Custom roles, SSO, and seat changes
Scale includes custom roles, SAML SSO, and a 365-day audit log. All plans support password-based sign-in with optional authenticator-app two-factor authentication. Deactivating a user removes access immediately but does not delete their previous replies. Paid seat reductions take effect at renewal and cannot go below the plan minimum.