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Every person you add to CustomerSure is given a role, and the role decides what they can see and do. This page explains the roles in plain English, and sets out exactly which parts of CustomerSure only an administrator can reach.
If you just want to add someone, see Add new team members. This page is about understanding who can do what.
When you add a team member you’ll choose one of three roles (or add an account without a login). Here’s how they compare. It’s the same table you’ll see on the Add New Staff Account screen:
| Admin | Operator | Viewer | No login | |
|---|---|---|---|---|
| Feedback | All feedback (read and action) | Chosen feedback (read and action) | Chosen feedback (read-only) | Optional email alerts only |
| Reports | All reports, all data | All reports, scoped to their feedback | All reports, scoped to their feedback | None |
| Features | All features | Only the extra features an admin grants | None | None |
The roles are cumulative: an operator can do everything a viewer can, and an admin can do everything an operator can, plus the account, security, billing and setup areas covered below.
CustomerSure has three login roles, plus accounts for people who don’t log in.
Administrators have full control of your CustomerSure account. As well as all the day-to-day feedback work, they alone manage billing, staff, security, integrations and the other account-wide settings listed further down this page. Every account needs at least one administrator.
Operators do the day-to-day work: reading feedback, replying to customers, adding notes, assigning and closing responses. They see all reports, but the feedback they can act on (and any extra abilities such as building surveys) is chosen for them by an administrator. An operator with everything switched on looks very similar to an admin, but still can’t reach billing, staff management or systems integration.
Viewers can see the feedback and reports they’ve been given access to, but can’t action, reply to or change anything. They’re ideal for people who need visibility (for example a manager watching results for their own site or team) without being part of the follow-up workflow.
You can also add people who never log in:
These areas are reserved for administrators. Operators and viewers won’t see them at all. Most live under Company Settings (hover over your name at the top-right of the main menu).
An operator’s account isn’t all-or-nothing. When an administrator sets someone up (or edits them later under Company Settings → Staff), they choose two things.
Which feedback and reports the person sees. By default an operator or viewer sees everything. An administrator can instead scope them to particular surveys, sites, regions, teams or individual people. So a site manager can be set up to only ever see results for their own site.
Which extra features an operator can use. These features affect your whole account rather than one area of the business, so they can only be given to an operator who can see all feedback. If you’ve scoped an operator to particular surveys, sites, teams or people, these options aren’t offered. For an all-data operator, an administrator can grant the ability to:
Viewers can’t be granted these, as they’re read-only by design.
If a menu or setting isn’t showing for you, it’s almost always because of your role. Ask one of your administrators to check your account, or get in touch and we’ll be glad to help you work out the right set-up for your team.
