Each support roster member has a support role and a separate seniority level. The support role is used with the Support Center permission matrix; seniority records the agent’s tier for team organization and routing context.
Open the support roster
- In WordPress admin, open Support Center → Agents.
- Click Add Staff Agent to add a registered WordPress user, or open an existing roster member to edit the profile.
- In the agent form, find Support Role / Permissions and Seniority Level.
Choose a support role
The current agent form offers these support roles:
- Support Agent (Standard)
- Senior Specialist
- Support Manager
- Support Administrator
- Junior / Tier 1
The permission matrix is managed separately in Support Center → Settings, under Staff Roles & Granular Permission Matrix. Review that matrix before relying on a role for a particular action.
Choose the seniority level
The separate Seniority Level field offers:
- Tier 1 (Frontline Specialist)
- Tier 2 (Senior Specialist)
- Tier 3 (Team Lead / Escalation)
Choose the tier that reflects the agent’s support responsibilities. Do not assume that changing seniority alone changes the role’s permission settings.
Review the rest of the agent profile
Before saving, review the agent’s maximum active ticket capacity, availability, identification color, and authorized categories or sub-taxonomy specializations. These settings can affect which agents are eligible for automatic routing.
- Confirm the selected WordPress user and support role.
- Set the appropriate seniority and capacity.
- Choose the intended availability state.
- Set category specialization if the agent should handle only particular request types.
- Save the agent and confirm the updated role and tier appear in the roster.
Verify permissions
Test with a non-administrator account assigned to the role. Check the support screens and actions that account can access, and adjust the matrix if required. See Configure Support Capabilities and Assign Tickets to Support Agents.