Superuser
The Superuser role is a customer-side coordination role with broader access than a normal user.
Main purpose
A superuser helps organize support work for the company. This role is useful when one or more people need visibility across a wider ticket scope and need to help coordinate users and cases.
Scope
Where a normal user mainly follows personal tickets, a superuser can work across the company context assigned to that account. This makes the role suitable for team leads, project coordinators, or customer-side administrators.
Ticket work
Superusers can work more actively with tickets than ordinary users. Their workflow can include:
- Creating tickets
- Reviewing ticket lists across their scope
- Opening ticket details
- Editing ticket information
- Posting replies and follow-up messages
- Tracking assigned and closed work
This makes the superuser role useful for coordinating customer-side support activity rather than just reporting an individual problem.
User visibility
Superusers also have broader visibility into users connected to their company scope. That allows them to understand who is involved and to coordinate communication more effectively.
Reporting
The superuser role is also suited for oversight. Reporting pages help superusers understand ticket activity, workload patterns, and status development over time for the organizations they can access.
Boundaries
Even though the role is broader than a standard user, a superuser is still not a system administrator. The role does not replace support or admin functions.
In general, superusers do not maintain global application configuration such as:
- Categories
- Levels
- Entitlements
- Company master data
- Global user administration
The role is therefore best understood as a strong customer-side coordination role rather than an operational platform role.