How to Manage User Roles and Permissions

Custom Roles

ShahiAssist adds two custom roles to WordPress:

1. Support Agent: Can view, create, and manage assigned tickets; read KB articles.
2. Support Manager: Full access to tickets, KB, and team management.

To assign roles:

3. Go to Users → All Users in WordPress admin.
4. Click on a user to edit.
5. In the Role dropdown, select Support Agent or Support Manager.
6. Save changes.

Capabilities


Capabilities are specific permissions. For each role:

7. Ticket Capabilities: edittickets, deletetickets, publish_tickets, etc.
8. KB Capabilities: editkbarticles, publishkbarticles, etc.
9. Management: manageagents, viewstats.

In ShahiAssist → Settings → Roles, check/uncheck boxes to customize.

Role-Based UI


10. Admins: See all menus and settings.
11. Support Managers: Access to tickets, KB, settings, but not core WordPress settings.
12. Support Agents: Limited to their assigned tickets and KB viewing.
13. Subscribers/Customers: Frontend access only.

The UI hides irrelevant sections based on permissions.