Teams and roles in Customer care

Every ticket has two sides. Customer Service owns the relationship with the customer and coordinates the case. An operational team — usually Logistics, or whichever team your company set up — does the work on the ground. Each team is one side of the conversation.

Your Commerce role (Admin, Agent, Viewer) says whether you can act at all. Your team says what you can do on a ticket. Team membership is set in the Customer care configuration.

Roles in Customer care

Role	In Customer care
Admin	Full access to tickets and customer requests, and can open a ticket towards any team.
Agent	Opens, answers and proposes solutions; closes the tickets they opened. In the Customer Service team, also manages and closes any ticket.
Viewer	Read-only: tickets, dashboard, analytics and exports.

Who does what on a ticket

Action	Customer Service	Other teams (for example Logistics)
Open a ticket	Yes, towards any team. Logistics is preselected.	Yes, always towards Customer Service, who assigns it.
Reply, attach files, propose a solution	Yes	Yes
Change status, priority, assignment, tags and order reference	Yes, on every ticket	No, not even on their own tickets
Close a ticket they opened	Yes	Yes
Close someone else's ticket	Yes, without a solution and with a reason	No
Reopen a closed ticket	Yes	Only the tickets they opened
Read and answer customer requests	Yes	No

Note

The Admin role alone doesn't let you close someone else's ticket: for that you need to be in the Customer Service team. Admins can always change a ticket's fields.

Why some controls are switched off

If you're not in Customer Service, the Handling card of a ticket shows its fields switched off, with the message Ticket fields are managed by Customer Service: you can reply, propose solutions and open new tickets. This is deliberate: status, priority, assignment, order reference and tags are how Customer Service organizes the work, and they would mean different things if every team changed them.

Tip

If a field is wrong, say so in a reply: Customer Service is notified and can fix it.

Assigned team and Waiting on

A ticket shows two different things on the right of the page: Waiting on in the Details card, Assigned team in the Handling card.

Field	What it says	When it changes
Assigned team	Which team the ticket belongs to. Analytics count on it.	Only when Customer Service reassigns the ticket. It never bounces between teams.
Waiting on	Which team has to move now. Assigned to me counts on it.	Automatically on every reply: when Logistics replies it's Customer Service's turn, and the other way round.

Considerations for teams

A person can belong to more than one team.
If your company doesn't use teams, nobody's fields are locked: every Agent can manage every ticket.
Customer requests are hidden from anyone outside Customer Service. Inside a converted ticket, other teams who open the Customer conversation card see the message The conversation with the customer is handled by the Customer Service team. instead of the conversation.