Role profiles let you group related skills into reusable profiles and assign them to team members.
A role profile represents the skills expected for a type of work, such as Help Desk L1, Network Engineer, Security Engineer, or Automation Engineer.
Role profiles are used for skills management and AI routing. They do not control what a team member can see or do in DeskDay.
Use:
Permissions to control product access.
Role profiles to define job-related skills and recommended proficiency.
Direct skills to add or adjust skills for an individual team member.
When a role profile is assigned to a team member, its skills are added to the member as Inherited skills.
Before you begin
Make sure:
The required skills exist in the Skills library.
You have permission to manage team members and role profiles.
Recommended proficiency levels are defined correctly before assigning the profile to team members.
Available proficiency levels are:
Beginner
Intermediate
Expert
Open role profiles
Open Control Center.
Go to Team & Access > Roles & Permissions.
Select Role profiles.
Understand role profiles
A role profile is a reusable collection of skills with recommended proficiency levels.
For example, a Network Engineer profile can contain skills such as:
VPN
Firewall
Wi-Fi
DNS / DHCP
Routing & Switching
Each skill can have a recommended proficiency such as Beginner, Intermediate, or Expert.
Assigning the profile to a team member adds those skills to the member as inherited skills.
Role profiles are separate from permissions
Role profiles do not provide access to tickets, projects, billing, Control Center, or other DeskDay modules.
A team member can therefore have:
A Permission, such as Technician or Admin.
A Role profile, such as Network Engineer.
Additional individually assigned skills.
These settings serve different purposes.
Create a role profile
Open the Role profiles page.
Click + Role profile.
Enter a Name.
Add a description when required.
Search for the skills you want to include.
Expand a skill category to view its skills.
Select the required skills.
Set the recommended proficiency for each selected skill.
Click Create.
The new role profile is added to the Role profiles list.
The profile name must be unique within your DeskDay organization.
Add skills to a role profile
Skills are organized by category.
To add skills:
Open the role profile.
In the Skills section, click + Skill.
Search for a skill or expand the required category.
Select one or more skills.
Set the recommended proficiency.
Save the changes.
The number of skills assigned to the profile is displayed on the profile page and in the Role profiles list.
Assign a role profile when inviting a team member
A role profile can be selected while inviting a new team member.
Open Control Center > Team & Access > Team members.
Start the team member invitation.
Enter the team member's name and email address.
Select the required Permission.
Select a Role profile.
Select the manager and complete the remaining information.
Send the invitation.
After the profile is applied, its skills are added to the team member as inherited skills.
Assign or change a role profile for an existing team member
Open Control Center > Team & Access > Team members.
Select the required team member.
Open the Overview tab.
Locate Role profile.
Select the required profile.
Save the change.
The skills from the selected role profile are then available on the team member's Skills tab.
Assign members from a role profile
Team members can also be managed directly from the role profile.
Open the required role profile.
Locate the Members section.
Click + Member.
Search for the required team member.
Select the member.
Confirm the assignment.
The member inherits the skills included in the role profile.
The member count shown on the role profile updates accordingly.
Understand inherited skills
Skills added through a role profile are labeled Inherited on the team member's Skills tab.
Inherited skills indicate that the skill comes from the team member's assigned role profile rather than being added directly to the individual.
A team member can have both:
Inherited skills from a role profile.
Direct skills added specifically to that team member.
Existing direct skills are preserved when a role profile is assigned, updated, removed, disabled, or deleted.
Direct skills and proficiency overrides
Role profiles provide the recommended proficiency for inherited skills, but individual team members can still have their own skill configuration.
When the same skill exists as both an inherited skill and a manually configured skill, the team member's manual proficiency takes precedence.
This allows a role profile to define the general skill expectation while still supporting individual differences.
For example, a profile may recommend Intermediate proficiency, while an individual team member can be configured as Expert for that skill.
Enable or disable a role profile
Role profiles have an Active or Enabled status.
To change the status:
Open the role profile.
Use the Enabled toggle.
Confirm the action when prompted.
Disabling a role profile does not remove manually added skills from team members.
Duplicate a role profile
Use duplication when you need a new profile that is similar to an existing one.
Select the required role profile from the list.
Choose Duplicate from the available actions.
DeskDay creates a copy of the profile.
Update the copied profile's name, skills, or proficiency levels as required.
The duplicated profile is created separately from the original profile.
Delete a role profile
Role profiles can be permanently deleted when they are no longer required.
Open the required role profile or select it from the list.
Click Delete.
Review the impact shown in the confirmation message.
Confirm the deletion.
When a profile assigned to team members is deleted, skills inherited only from that role profile are removed from those members.
Skills that were manually added to the team member are preserved.
Deleting a role profile does not delete the skills themselves from the Skills library.
Important notes
Role profiles are collections of skills, not permission roles.
Permissions and role profiles are managed separately.
Assigning a role profile adds its skills as Inherited skills.
A team member can still have directly assigned skills in addition to inherited skills.
Manual proficiency overrides are preserved when the role profile changes.
Updating a role profile can optionally be applied to existing members.
Deleting a role profile does not delete its skills from the Skills library.
Existing manually assigned skills are preserved when a profile is applied, changed, removed, disabled, or deleted.
Role profiles help DeskDay understand team capabilities for skill-based and AI-assisted routing.
Troubleshooting
A role profile cannot be created
Confirm that:
A profile name has been entered.
The name is not already used by another role profile.
At least the required profile information has been completed.
You have permission to manage role profiles.
A skill cannot be found
Confirm that the skill exists in the Skills library.
New skills can be created from:
Control Center > Team & Access > Roles & Permissions > Skills
After creating the skill, return to the role profile and add it.
A team member has a different proficiency than the role profile
Check whether the skill has been manually updated for that team member.
A manual proficiency override takes precedence over the proficiency inherited from the role profile.
Changes to a role profile are not reflected for existing members
The profile may have been updated without applying the changes to existing members.
Edit the profile again and apply the changes to existing members where required.
A team member cannot access a DeskDay module after receiving a role profile
Role profiles do not control DeskDay access.
Review the team member's Permission under:
Control Center > Team & Access > Team members > Permission
For assistance, contact DeskDay Support at [email protected].