CDR Link divides users into three categories: Customers, Agents and Admin.
Customers are anyone who is submitting tickets to CDR Link. Customers have access to their tickets.
Agents are anyone who is reviewing, processing, tagging and updating tickets.
Admins are anyone who can manage system settings, user settings, and user accounts.
Within CDR Link, you are able to manage and organize users depending on what permissions, access and functions you want them to have. There are three ways to set up and manage access and permissions, by Role, Groups, or Organizations.
Partner Submitter: Users can create content and view their own tickets, but not edit them.
Analyst: Users can edit, assign, and otherwise manage all tickets in the CDR Link system.
Senior Core Admin: Users have administrative permissions and can add or remove users, and manage system settings.
Groups: Groups are ways to organize the users in your CDR Link instance. You can assign tickets so that only certain groups see them, and others don’t.
You can organize the groups in whichever ways make sense to you: by department, by issue or topic, by geography, et cetera.You can assign incoming tickets to the appropriate group so that only the members of that group see and work on the ticket.
If you are using CDR Link to run your help desk, you might have groups based on the country or region the request is coming from, or you could have groups based on type of request, like mobile phone security versus social media account protection.
If you are using CDR Link as part of a disinformation project, one group could be working on disinfo found on Facebook, and another could be working on disinfo spreading on WhatsApp.
Or, maybe one group is working on election-based disinformation while another is working on public health-based disinfo.
Organizations: Organizations are a way for you to group “customers.” Customers might be the people requesting support from your help desk, or the people submitting information to your disinfo project.