SysAdmin, Agent, User Roles: Assign Permissions for Greater Help Desk Control

Sys Admin, Agent, Free User: What’s the Difference?

A sysadmin is an agent with the power to control all system settings and user permissions. Agents require a paid license to manage user accounts and can submit tickets for others, assign tickets, or receive ticket assignments.  End users (or in Issuetrak’s case, unlimited free users) can submit issue tickets and sometimes delegate tasks.


Creating, submitting, and clearing out tickets at your help desk isn’t a one-person show. Help desk software specializes in administering certain tasks and permissions between different types of users to get help desk issues resolved more efficiently.

This article will highlight the difference between Sys Admins, Agent Users, and Free Users (also known as End Users).

What is a Sys Admin?

A Sys Admin (System Administrator) is a paid agent with super powers. They have full control over the system and its configurations. They typically handle the overall management and maintenance of the Issuetrak site. Visibility cannot be restricted for sys admins, so these users can see everything in the site. A paid agent license is required for each Sys Admin user.

What is an Agent?

Think of an Agent as a person responsible for resolving an issue, or assigning it to someone who can. A user that has any of the following permissions will require a paid agent license:

  •  Can assign issues.
  •  Can be assigned issues.
  •  Can submit issues on behalf of other users    
  •  Can access and maintain administrative functions    
  •  Can authenticate with the API v2
Typically, agents have the ability to create, update, and resolve issues, as well as perform various actions related to issue management. Agents can normally view and edit issues assigned to them, collaborate with other users, and access relevant information necessary to address and resolve reported problems.

What is a free user?

A free user is anyone else who needs to use the system. Typically, free users are the ones submitting tickets, and checking in to see that status of their issues.   They can access the knowledge base and chatbot as well. They can assign tasks (but not tickets) or be assigned tasks. Tasks refer to small pieces of work to be done within a help ticket.  

The number of free users that you can have is unlimited, so this is where you get a lot of bang for your buck with Issuetrak compared with other ticketing systems. The permissions on free users can be very basic, such as only giving them the permission to submit issues, or you can make some of your free users empowered by giving them additional permissions, such as the ability to assign tasks, be assigned tasks, and the ability to maintain projects and users within their own organizations.

Why Issuetrak’s Free Users are Different 

Often coined “end-user”, many SaaS vendors charge extra or create red tape around what users can do. Zendesk’s light agents or Freshdesk’s daypass (which employs a cut-off time) will restrict permissions beyond your control. For instance, Zendesk restricts additional user access to their Help Center, while Jira imposes charges for their knowledge base.

This makes an endless number of free users sound fairly enticing. And with an included knowledge base - even better. How about having permissions that YOU control? For maximum productivity at your help desk, go with an option that lets you grant or block permissions from the agent seat to different types of unlimited free users.

See: Read the full permissions list in our Help Center

Summary: The Major Difference Between a Sys Admin, Agent, and User

In short, what is the difference between a sysadmin, an agent, and a user?

A sysadmin is an agent with the additional power to control all system settings and user permissions. Agents require a paid license to manage user accounts and are responsible for ticket resolution. Agents can submit tickets for others, assign tickets, or receive ticket assignments.  End users (or in Issuetrak’s case, unlimited free users) have the most restricted permissions, yet can still take the pressure off your budget by being able to submit issue tickets or, if you choose, delegate tasks.

You’ll quickly see the benefits of completing more help tickets with less effort. Multiple agents can avoid fatigue AND oversee tons of tickets, giving your help desk the leg up to accomplish more.

Best Practices For Adding, Changing or Removing Agents

It’s easy to add or remove agents and users. Our support team makes it easy. With a simple phone call, we can relegate permissions to your desired agents and users.

You can simply remove permissions from free users in your Issuetrak site. 


For a step-by-step guide, read more in our Help Center on how to add and remove agents.

Training agents and users to use new software doesn’t have to be daunting

Issuetrak provides training for every stage of the implementation process and beyond, including System Administrator training. After implementing Issuetrak, your staff can always request changes to your Issuetrak site via a work request ticket administered by our Technical Support team.

Still wondering what is the right number of agents for you? Get more information or fill in the form below. 

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Topics from this blog: Help Desk