AllVoices offers role and rule based access, which determines who has default access to new cases. To manually adjust and manage admin access at the individual case level, use the Manage Access box.
For full visibility into which admins have access to a specific report or case, click into the related case and click Manage Access in the top right section of the case.
This view will show you the complete list of admins at your organization that currently have access to the specific case.
- Primary Admins and Owners have default access to all cases unless manually blocked.
- Sub Admins can be granted access via routing rules, if assigned, or if added under ‘Manage Access’ by another admin with access. They also have default access to any cases they create.
- Viewers can be granted access via routing rules or if added under Manage Access by another admin with access. Viewers cannot be assigned as this is a view-only role.
- Managers can view and comment only if granted access. They cannot view messages or create cases.
For more information on admin roles, view our guide here.
Assigning an admin to a case immediately grants them access and sends them an email notification that they have been assigned.
NOTE: It is critical to assign an admin to all cases, as the assigned admin is the sole admin to receive new message notifications from the reporter.
How to Assign an Admin
To assign an admin, be sure the Case Actions panel is expanded on the left-hand side of the case.
Select the "Assign Admin" case action, and select the admin you'd like to assign the case to.
All admins in your organization are listed in the Assign Admin dropdown, regardless of if they currently have access, unless they have been explicitly blocked. If you select an admin that does not currently have access, you will be prompted to first grant them access before assigning.
NOTE: Unassigning or reassigning an admin does not automatically revoke their access. The only way to revoke access is to do so under Manage Access.
To add a new admin to a case or report click Manage next to Admins with access.
Enter the admin's name into the lookup, select the admin from the dropdown, and press ADD. The admin will then receive an email notification that they have been added.
If you do not find the admin you want to add, they are most likely not yet an admin in AllVoices. Reach out to your AllVoices Account Manager to get them signed up.
NOTE: Sub Admins who are granted access will be able to view messages, but only Sub Admins who are the assigned admin will have the ability to send messages to the reporter.
Blocking an admin removes them from the Assign Admin dropdown, as well as the Manage Access lookup, to ensure they cannot be added or assigned. If the admin has default access or was previously granted access, their access is immediately revoked upon blocking. Employees can also block admins by email address when submitting a case, to learn more about this feature view our guide here.
This feature is meant to be used for instances in which an admin needs to be prevented from accessing a report; for example when they are the subject of the case. This functionality is different than removing an admin, as it disables their ability to be added to that case later on.
How to Block an Admin:
To block admins, navigate to Manage Access on the case.
There are two ways to block admins:
1. For admins that currently have access to the case:
a. Click Manage next to Admins with access.
b. Click the three dots next to the admin’s name and select Block.
2. For admins that don’t currently have access to the case:
a. Click Manage next to Blocked admins.
b. Enter the admin’s name you would like to block, and press Block. This view will show you all admins that are currently blocked from the case.
How to Unblock an Admin:
Click Manage next to Blocked admins
Click the three dots next to the admin’s name and select UNBLOCK.
NOTE: Admins are not notified when blocked or unblocked. Unblocking Primary Admins and Owners immediately grants them access due to their default permissions. Unblocking Sub Admins and Viewers does not immediately grant them access, but they can be added under Manage Access.
Who Can Block an Admin?
Sub Admins with access to the case can block themselves, other Sub Admins or Viewers, but they do not have the ability to block Primary Admins or Owners. Owners and Primary Admins have the ability to block any admin including themselves. Viewers cannot block other admins as this is a view-only role.
Employees can also block admins by email address when submitting a case, to learn more about this feature view our guide here.
What Happens When an Admin Blocks Themselves?
If an admin blocks themselves, they no longer have access and cannot unblock themselves. The case will disappear from their dashboard. They must be unblocked by another admin with access.
Admins can be removed from a case under Manage - Admins with access. Unlike blocking, when an admin is removed they can easily be added back under Manage Access, or by assigning them to the case.
Who Can Remove Admins?
Anyone with access to a case can remove another admin. Sub Admins with access, Primary Admins, and Owners all have the ability to remove Sub Admins and Viewers from the case.
Primary Admins and Owners cannot be removed from cases as their role grants them default access. The only way to revoke a Primary Admin or Owner’s access is to Block them (see Blocking Admins above).
Viewers cannot remove admins as this is a view-only role.
If you have any additional questions, please reach out to email@example.com.