Ensure your team has the right level permission in the user management section of SmileBack.
Setting and editing user permissions
In order to assign roles to your users:
- Click Edit next to the user's name.
- Use the toggles to enable access to different parts of SmileBack.
- If enabled, select roles for CSAT and NPS using the dropdown menus.
List of roles
Account Administrator
Account Administrators are the only users that have access to important account settings and are able to:
- Edit company information
- Change payment details
- Add plans and subscriptions
- View invoice history
- Manage users and permissions
- Manage the integration between SmileBack and your helpdesk software
- ConnectWise Manage API settings
- Zendesk authorization
- Freshdesk authorization
- Set up integrations
CSAT permissions by role
| Permission | Read-Only | Managers | Administrators |
| View all CSAT results | Yes | Yes | Yes |
| Use and apply filters | Yes | Yes | Yes |
| Access and run reports | Yes | Yes | Yes |
| Manually export data | Yes | Yes | Yes |
| Manage review tags | Yes | Yes | |
| Add notes to a review | Yes | Yes | |
| Manage the review's status | Yes | Yes | |
| Reload ticket details | Yes | Yes | |
| Can access Peer Leaderboard (after opt-in) | Yes | Yes | |
| Can access Website Widget | Yes | ||
| Manage Automations | Yes | ||
| Full access to Configuration screen | Yes | ||
| Can change a review | Yes | ||
| Can delete a review | Yes |
NPS permissions by role
| Permission | Read-Only | Administrators |
| View responses | Yes | Yes |
| Use filters on responses page | Yes | Yes |
| Manually export data | Yes | Yes |
| Create campaigns | Yes | |
| Update campaigns | Yes | |
| Set up custom domain | Yes | |
| Update custom domain | Yes | |
| Update global contact rule |
Yes |
|
| Manage Automations |
Yes |
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