There are three broad levels of access to a SweetHawk app:
- App Admin
- App Manager
- Zendesk Agents and Light Agents with access to the app
These levels determine whether someone can manage the app, access its administration area, or use the app's regular agent-facing functionality.
A user's access may also be affected by Zendesk app restrictions and more granular permissions configured within the SweetHawk app. These additional permission layers are explained later in this article.
Agents and Light Agents
Any Zendesk Agent or Light Agent can use a SweetHawk app, provided the app has not been restricted from them through Zendesk's app restriction settings.
Agents and Light Agents can use the app's regular day-to-day functionality, but they cannot access the app's administration area or change its configuration.
Depending on the app, they will typically access it from:
- The Apps panel on the right-hand side of a Zendesk ticket.
- The top-right toolbar for apps such as Calendar, Reminders and Notify & Broadcast.
This level of access is intended for users who need to use the app as part of their normal workflow rather than manage or configure it.
App Managers
App Managers have access to the app's administration area and can perform most day-to-day administrative tasks.
A user becomes an App Manager when they are added under User Access within a SweetHawk app but are not a Zendesk Admin.
Managers can typically:
- Configure the app.
- Manage app data.
- Create and edit resources within the app.
- Perform most administration tasks that do not require Zendesk Admin permissions.
Some functionality is intentionally unavailable to App Managers because it relies on Zendesk administrator permissions.
For example, certain features create or modify Zendesk resources such as ticket fields, triggers or automations. Since standard Zendesk users cannot perform these actions, SweetHawk hides or disables those options for App Managers rather than allowing them to encounter permission errors.
App Admins
App Admins have full access to both the app and its configuration.
A user becomes an App Admin when they are:
- A Zendesk Admin, and
- Added under User Access within the SweetHawk app.
App Admins can:
- Access all administration screens.
- Configure every area of the app.
- Manage users and permissions.
- Create or modify Zendesk resources where supported.
Since App Admins are Zendesk Admins, they also have the underlying permissions required to create ticket fields, triggers, automations and other Zendesk configuration used by SweetHawk apps.
Granting management access
To give someone access to manage a SweetHawk app:
- Open the app's Administration area.
- Select the User Access tab.
- Add the user.
The user's role is assigned automatically:
| Zendesk role | SweetHawk role |
|---|---|
| Zendesk Admin | App Admin |
| Any other Zendesk user granted management access | App Manager |
There is no separate setting to choose between App Admin and App Manager. The user's Zendesk role determines which level of management access they receive.
The roles above determine a user's overall level of access to a SweetHawk app. However, there are two additional permission layers that can further control whether someone can access the app and what they can see or use within it.
1. Zendesk app restrictions
Zendesk allows administrators to control which users or groups can access an app at all.
If an Agent or Light Agent is restricted from the app in Zendesk, they will not be able to open or use it, regardless of any permissions configured inside the SweetHawk app.
2. App-specific permissions
Many SweetHawk apps also include more granular permissions for individual resources within the app.
For example, you may be able to control who has access to:
- A specific Task List
- A Calendar
- An Approval Definition
- A Kanban Board
- A Journey
- Other app-specific resources
These permissions are separate from App Admin, App Manager and general Agent access. They allow you to control access to specific items without changing a user's overall level of access to the app.
Summary
| Permission | Agent or Light Agent with app access | App Manager | App Admin |
|---|---|---|---|
| Use the app's regular agent-facing functionality | ✔ | ✔ | ✔ |
| Access the administration area | ✖ | ✔ | ✔ |
| Configure the app | ✖ | ✔ (where permitted) | ✔ |
| Use features requiring Zendesk Admin permissions | ✖ | ✖ | ✔ |