Roles and permissions¶
Every person in SupportStudioK12 has exactly one role. The role decides what they see and what they can change. Roles are set per user under Admin → Users.
Most districts only need three of these. The rest exist because someone asked for a specific job to be possible without handing out full admin.
The three most districts use¶
Submitter¶
The default. Everyone who isn't on the IT team should be a submitter.
- Submits tickets and sees their own tickets
- Replies to their own tickets and sees public replies
- Reads the Knowledge Base
- Never sees internal notes, other people's tickets, or any admin page
New people created by signing in for the first time become submitters automatically.
Technician¶
The IT staff who work tickets.
- Sees and works the ticket queue
- Changes status, assignment and priority
- Posts public replies and internal notes
- Tracks time, manages assets and loaners
- Cannot reach admin settings
Admin¶
Runs the help desk for the district.
- Everything a technician can do
- Plus every page under Admin: users, schools, categories, automations, integrations, branding, billing, modules
Admins always see every school. There is no way to scope an admin to one building.
The five specialised roles¶
Security technician¶
A technician plus the Incidents module, which is otherwise admin-only. For a dedicated security responder who shouldn't have full admin rights.
Tech coach¶
A non-technical liaison — an instructional coach, or the person in a building who helps teachers before IT gets involved.
- Reads the whole ticket, including internal notes and the activity timeline
- Can add internal notes
- Cannot change status, assignment or priority, and cannot post a public reply
Scoped to the schools you give them (see Which schools someone sees below).
School submitter¶
A building-level submitter, typically a principal.
- Sees every ticket filed at their school, not just their own
- Only the public-facing side — no internal notes
- Can submit a ticket on behalf of another staff member at their school
Reports viewer¶
Dashboards and reports only. No access to individual tickets at all. For district leadership who want SLA and volume visibility without reading anyone's tickets.
Auditor¶
Read-only, and global. An auditor can view everything an admin can view, including incidents and every admin settings page, but cannot change anything — every save, delete and update is refused.
Built for state IT consultants, insurance reviewers and external auditors. It is a genuinely read-only account, so it's safe to hand out for the duration of a review.
Which schools someone sees¶
Some roles are scoped to a subset of buildings. The scope options are:
| Scope | What it means |
|---|---|
| Home school | Only the school on the user's own record |
| Assigned schools | The schools listed for them under Tech Assignments |
| Global | Every school in the district |
Scope is only a choice for tech coaches and auditors. The other roles have it built in: technicians follow their tech assignments, a school submitter is always their own building, and admins and reports viewers are always district-wide.
Super admin is not one of these¶
"Super admin" is a separate flag for the SupportStudioK12 operators who run the platform, not a district role. It's independent of everything above and isn't something a district assigns.
Choosing a role¶
- Should they change help desk settings? → Admin
- Do they work tickets? → Technician, or Security technician if they also handle incidents
- Do they help teachers but not fix things? → Tech coach
- Are they a principal who wants visibility of their building? → School submitter
- Do they only want numbers? → Reports viewer
- Are they reviewing the district from outside? → Auditor
- Everyone else → Submitter
When in doubt, start lower. Moving someone up is one dropdown; explaining why a coach could reassign tickets is a longer conversation.