How roles work in DeskDay
Every user in DeskDay is assigned a role. A role controls:
Which sections are visible in the app
What actions are allowed in each section
Whether users can access all data or only what’s assigned to them
DeskDay comes with four default roles:
Super Admin – Complete control across the account
Admin – Operational control without company‑level ownership
Finance Admin– Billing and financial access
Technician – Day‑to‑day service delivery
You can also:
Create custom roles
Duplicate an existing role and modify it
Update role permissions at any time for custom roles
Each module uses three access levels:
Full access – Everything is visible and editable
Limited access – Only assigned or restricted data is available
No access – The module is completely hidden
Notes:- The account owner who created the DeskDay account will always be a Super Admin, and this cannot be changed. To change the account owner, please contact our support team.
Managing roles
Roles are managed from My Company → Roles & Permissions.
All roles are listed in one place
Members assigned to a role are shown at the top‑right of the role card
Permissions can’t be updated for default roles
Default Role Permissions
Module | Super Admin | Admin | Finance Admin | Technician |
Tickets | Full | Full | Full | Limited |
Projects | Full | Full | Full | Limited |
Tasks | Full | Full | Full | Limited |
Announcements | Full | Full | No | Limited |
Quality assurance | Full | Full | No | Limited |
Timesheets | Full | Full | Full | Limited |
Invoices | Full | Full | Full | No |
Contracts | Full | Full | Full | No |
Recurring invoices | Full | Full | Full | No |
Reports | Full | Full | No | No |
Customers | Full | Full | Full | Full |
My Company | Full | No | Limited | No |
Account preference | Full | Limited | No | No |
Channels | Full | Full | No | No |
Service desk | Full | Full | No | No |
Contracts & billing | Full | Full | No | No |
Integrations | Full | Full | No | No |
What each access level means
Tickets
Full access: View, create, edit, and manage all tickets
Limited access: Access only tickets assigned to them
No access: Tickets are hidden
Projects
Full access: Create and manage all projects
Limited access: Access only assigned projects
No access: Projects are hidden
Tasks
Full access: Create and manage all tasks inside projects
Limited access: Access only tasks assigned to them and their associated projects
No access: Tasks are hidden inside projects
Notes:-Tasks are available only when Projects have Full or Limited Access. If Projects are set to No Access, Tasks are automatically hidden.
Announcements
Full access: Create and manage all announcements
Limited access: View only announcements they created
No access: Announcements are hidden
Quality assurance
Full access: Manage QA and health data across the account
Limited access: View health data for assigned work
access
Timesheets
Full Access: View and manage all timesheets
Limited Access: Access thier own timesheets only
No Access: Timesheets are hidden
Contracts
Full access: Create, edit, and manage all contracts
Limited access: View‑only access
No access: Contract sections are hidden
Invoices
Full access: Create, edit, and manage all invoices
Limited Access: View‑only access
No Access: Invoices sections are hidden
Recurring invoices
Full access: Create, edit, and manage all recurring invoices
Limited access: View‑only access
No access: Recurring invoices sections are hidden
Reports
Full access: Create, edit, and manage all reports
Limited access: View‑only access for reports
No access: Reports sections are hidden
Customers
Full access: Create, edit, and manage all customers
Limited access: Manage selected customers only, with view or edit access.
No access: Customers are hidden
My company
Full access: Manage all sections in My Company.
Limited access: Access limited to selected sections: Company Profile, Resources, Resource Roles, Locations, Subscription, Branding.
No access: My Company sections are hidden.
Account preferences
Full access: Manage all sections in Account Preferences.
Limited access: Access limited to selected sections: Security, Notifications, Service Desk Templates, Billing Templates, Canned Notes, Email Templates, Signatures.
No access: Account Preferences sections are hidden.
Channels
Full access: Manage all sections in Channels.
Limited access: Access limited to selected sections: MS Teams, Desktop App, Mobile App, Email.
No access: Channels sections are hidden.
Service desk
Full access: Manage all sections in Service Desk.
Limited access: Access limited to selected sections: Helena, Workflows, SLA, Boards, Custom Fields, Checklists, Tags, QA, Timesheets, Archived.
No access: Service Desk sections are hidden.
Contracts & Billing
Full access: Manage all sections in Contracts & Billing.
Limited access: Access limited to selected sections: Tax, Products, Expenses, Billing Settings.
access
Integrations
Full Access: Manage all integrations.
No Access: Integrations sections are hidden.