Access setup for complaints team
Ticketclosed
Brimscombe Energy · Access setup for complaints team
Set up custom role for 4 new complaints team members with read-only access to accounts, billing and calls. Role creation completed within SLA.
What happened
What this says
Current to 13 Oct 26Set up custom role for 4 new complaints team members with read-only access to accounts, billing and calls. Role creation completed within SLA.
Problem: Nikhil needed to onboard 4 team members to the complaints team with read-only access to customer account, billing and call data without modification rights.
Handling: Connor confirmed the requirement, identified custom role as the cleanest approach, and committed to completing role creation and provisioning steps by the next morning.
Watch: This is a user expansion opportunity. Four new team members onboarded signals team growth and scaling. Track actual user count increase and monitor whether total users approach or exceed Enterprise tier limits.
Details
Updated 9 Oct 26Trail
created · Nikhil Rao 3 Dec 2025 13:34Hi, need to set up access for members of the complaints team to view customer sites, contracts and calls in the brain. A couple of team members will be joining and I want to make sure we get the role-based access right. Which role should they have? They need to see full customer account information and associated call history but shouldn't be able to modify anything.- public_reply · Connor Webb 3 Dec 2025 15:50Thanks for opening this, Nikhil. Just so I've got this right, you need to grant read-only access to the complaints team to see customer account data and calls in the brain. Can you tell me how many people are in this team and what exact data they need to see? That'll help me work out the right permissions model. Thanks, Connor
- public_reply · Nikhil Rao 4 Dec 2025 15:36Four of them in complaints. They need to see everything that a customer-facing view would show: account info, billing history, call transcripts, the lot. Read-only is fine. I checked the role hierarchy in the schema and wasn't sure if we should create a custom role or use an existing one.
- public_reply · Nikhil Rao 8 Dec 2025 12:28I've had another look at the schema and worked through the permission structure in the docs. Custom role looks like the cleanest approach. Let me know how you'd recommend setting this up and I can prepare the users.
- public_reply · Connor Webb 8 Dec 2025 14:32Perfect. We can set up a custom role with read-only access to customer account, billing and call data. I'll create that now and send you the steps to add the four users. Should be ready by tomorrow morning. Thanks, Connor
- status_change · 14 Dec 2025 23:59