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User roles are essential for controlling access to different features and modules within MSPortal. This guide walks you through creating custom roles for your team members.

Prerequisites

  • You must be logged in as a Primary Admin or have the “Manage Roles” permission
  • Plan which permissions each role needs before creating it

Role Types

The Roles tab has two sections. Pick the one that matches the people who will get the role. Team Roles is a separate tab. Team Roles describe team responsibilities and do not grant permissions.

Steps

1

Navigate to Settings

Log in at https://app.msportal.ai and click on Settings in the main navigation.
2

Access Users & Roles

Click on Users & Roles from the Settings menu, then open the Roles tab. Click Add Role in Tenant Roles or Company Roles.
Important: You must create roles before importing users, as each user must be assigned to a role.
3

Configure Role Permissions

On the Create Role form, configure the following:

Role Details

  • Name: Enter a descriptive name (e.g., “Help Desk Technician”, “Account Manager”)
  • Description: Add a brief description of the role’s purpose
  • Default role for new users: Check this box to make this the default role for new users of this type

Permission Levels

Permissions are organized by resource with three access levels:
  • Read: View-only access to module content
  • Write: Can create and edit items (tickets, tasks, etc.)
  • Manage: Full module administration including settings
A dash means that resource does not offer that level. Use Search permissions to find a resource quickly. The All checkbox on a section or column selects every permission in it, so review it before saving.

Module Permissions

Permissions are grouped into three sections:
  • Main Navigation: modules such as Ticketing, Training, Compliance, Reporting, Calendar, Planner, Devices, Budgets and Surveys
  • MSP Tools: staff tools such as Client Health, Standards, Financial Reporting and Calculators
  • Settings: system-wide settings

Administrative Settings

The Settings section at the bottom controls system-wide permissions:
Warning: Be cautious when granting Settings permissions, especially:
  • Import/Export permissions (access to sensitive data)
  • User Management (can create/modify other users)
  • Integration Settings (can modify external connections)

Extra Role Options

Depending on the role type, the form also includes:
  • Bypass company restrictions (Tenant Roles): changes which companies staff with this role can work with. It does not add missing permissions.
  • Receive Update Emails (Tenant Roles): users with this role receive weekly product update emails
  • Ticket Display Group (Company Roles): assigns a ticket display group to these Company users, when display groups are configured
  1. Administrator: Full access to all modules and settings
  2. Manager: Read/Write access to most modules, limited settings
  3. Technician: Read/Write for tickets and devices, read-only elsewhere
  4. End User: Read-only access to relevant modules
A role named Administrator does not make a user the Primary Admin. Primary Admin is a separate account setting.
4

Save the Role

Once you’ve configured all permissions, click the Create Role button at the bottom of the form.
Create Company Role dialog with name, description, ticket display group, permission matrix, and Create Role button

Create Company Role form.

Creating a role does not assign it to anyone. Assign it to users afterward. Company users get their role through the Permissions Group field; see Change a user’s permissions.

Edit, Duplicate, Import or Delete a Role

Next Steps

  • Import users and assign them to the new role
  • Review and adjust permissions as needed based on user feedback
  • Create additional roles for different team functions

Tips

  • Start with restrictive permissions and add more as needed
  • Document each role’s purpose for future reference
  • Regularly audit role permissions to maintain security
  • Use Duplicate to start a new role from an existing one
  • If a user still lacks a feature after a role change, have them sign out and back in