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8.2. Response Permissions

Overview

HelpSpot Responses are predefined replies or templates that can be used to quickly address common inquiries or issues. This documentation covers the permissions and capabilities associated with editing and ownership of these responses.

Editing Permissions

Admins

• All Admins Can Edit All Responses: Administrators have the privilege to edit any response, regardless of who originally created or owns it.

Owners

• Editing Own Responses: Response owners, i.e., the users who originally created a particular response or has been assigned ownership, have the ability to edit that specific response. This allows them to make updates or corrections as needed.

Usable By

• Responses can be shared using the Usable By field. Responses that are shared with groups of users will be usable by that group. However only the Owner and Admins will be able to edit the response.

Ownership and Transfer

The owner of a response is the user who originally created it or the user to whom ownership has been transferred. There are two sets of users who can transfer ownership, the Current Owner or an Admin.

Transferring Ownership

• By the Current Owner: The current owner of a response can transfer its ownership to another user. This might be done if the original owner is leaving a team or believes another user is better suited to maintain the response.

• By an Admin: Administrators also have the capability to transfer the ownership of any response to another user. This can be useful in scenarios where the original owner is no longer available or if there's a restructuring of responsibilities.

Steps to Transfer Ownership

1. Click on "Responses" from the main menu.
2. Find and select the response you wish to edit.
3. Scroll to the "Response Owner" field.
4. Choose the new owner from the dropdown list.
5. Click "Save" to confirm the changes.

 

Knowledge Tags

Responses  /  permissions  /