Members and roles
Invite your team to the Pluno web app, choose between the Admin and Support Agent roles, and see what each role can do. Agents in your help desk need no login.
Members are the people who can sign in to the Pluno web app. Each member has one of two roles: Admin or Support Agent.
Roles#
| Admin | Support Agent | |
|---|---|---|
| Home | Yes | Yes |
| Knowledge Base | View and edit | View and edit |
| Knowledge hubs | Create, rename and delete | Create, rename and delete |
| Brand knowledge routing | Yes | No |
| Web pages, files, Confluence and Notion sources | Yes | No |
| Module setup (Deflection, Copilot, Escalation Copilot, AI Tagging & Field Filling, Call summaries, Troubleshooting Agent, Product Agent) | Yes | No |
| Quality Assurance reporting | All agents | Own scores only |
| Quality Assurance criteria | Yes | No |
| Topics & Trends | Yes | Yes |
| Reporting and Ticket & Chat history | Yes | No |
| MCP & API connections | Yes | Yes |
| Members, Data Privacy, plans and the help desk connection | Yes | No |
When a Support Agent opens a page that needs the Admin role, Pluno shows Administrator access required.
Who becomes an Admin#
The person who connects your help desk during setup becomes the first Admin automatically. The same applies to the person who creates a Product Agent workspace.
Invite a member#
- In the Pluno web app, go to Settings, then Members.
- Select Invite Members.
- Choose the role under Select role....
- Select Add by email to invite someone directly, or Copy Invite Link to share a link yourself.
The person you invite accepts the invitation and joins your workspace with the role you chose.
Change a role or remove a member#
On the Members page, use the role select next to a member to change their role, or Remove to take them out of the workspace.
Three limits protect your workspace from being locked out:
- You cannot change your own role.
- You cannot remove yourself.
- The last Admin cannot be demoted or removed.
Agents in your help desk#
Agents use Pluno from the ticket sidebar of your help desk, and they do not need a member account for that. What they can see follows their existing ticket permissions in the help desk. In Zendesk, that means the same group, brand and organization access they already have.
Member accounts are for the people who configure Pluno, manage its knowledge, or review reporting in the web app.
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