Dragwyb Support Center uses a role-based permission matrix to control which support operations staff can perform. Review permissions in the Support Center settings before giving an agent access to ticket management, assignment, staff administration, or sensitive customer and store information.
Open the permission matrix
- Open Support Center → Settings in WordPress admin.
- Find Staff Roles & Granular Permission Matrix.
- Review the role columns and capability rows. The interface includes roles such as Administrator, Support Manager, Senior Specialist, Support Agent, and Fresher / Junior.
Review the available capabilities
The visible permission controls include:
- Full Admin Access — broad support-center control.
- Manage Agents & Staff — add, edit, or remove roster members and manage agent configuration.
- Manage Categories and Manage Tags — maintain ticket classification terms.
- Manage Support Settings — change global helpdesk and routing configuration.
- View All System Tickets — access the full ticket queue rather than only tickets scoped to the agent.
- Assign & Transfer Tickets — assign or reassign tickets to support staff.
- Take / Release AI Control — take over a conversation from the AI assistant or release control.
- Change Ticket Priority and Delete Tickets — perform those ticket actions.
- View WooCommerce Orders & Context — access store-order context in the ticket sidebar when WooCommerce is active.
Change and save role permissions
- Locate the row for the capability and the column for the role you want to adjust.
- Enable only the actions that role needs. The Administrator role is treated as having full privileges in the settings interface.
- Review the matrix again to ensure the changes apply to the intended role.
- Click Save All Settings & Permissions.
- Wait for the save confirmation before leaving the page.
Test with the affected role
- Sign in with a test account that has the support role you changed.
- Check that the expected Support Center pages and ticket actions are available.
- Confirm that restricted actions—such as staff management, assignment, or ticket deletion—are not available when the role should not have them.
- For role assignment, see Configure Support Staff Roles. For manual and automatic assignment, see Assign Tickets to Support Agents.
Permission changes affect support operations, so verify them with a non-administrator test account instead of relying only on the administrator view.