Customer roles

Customer roles define the access and permissions that customers have in the customer portal. Roles are applied to customers through the customer groups they belong to; changes to a role automatically affect all members of every group assigned that role. Roles can also be assigned directly to individual customers when finer-grained control is needed.

DevRev provides three default customer roles — Customers, Customer Admins, and Verified Customers — which cover most common access patterns. You can configure these defaults or create additional roles as your needs require. For conceptual background on how roles work, see Roles.

📝 Note: The Settings path may appear as Settings > Customer Management > Roles or Settings > User Management > Roles depending on your workspace configuration. The universal URL below works in either case.

Create a customer role

1. Go to Settings > Customer Management > Roles and select + Create new.

2. Enter the role name and description.

3. Select an object, such as Ticket or Inbox, to assign permissions for that object type.

4. To restrict which records this role can access, select + Add condition and define a custom condition. Conditions filter the role's scope using field values on the object — for example, limiting access to tickets with a specific tag or status. For a full explanation of available condition fields and logic, see Configure roles.

5. To apply the same privileges to all subtypes of the object, select Apply to all subtypes.

6. To configure privileges for specific subtypes:

   1. In the subtype section of the object, select Add.

   2. Select the subtype to update privileges.

   3. To further restrict privileges, add a custom condition as described in step 4.

7. Select Save.

Update a customer role

1. Go to Settings > Customer Management > Roles and select the role to update.

2. Select Edit.

3. Update the role details and select Save.

Assign a customer role

Roles take effect through customer groups. Assigning a role to a group applies it to every customer in that group. You can also assign a role directly to an individual customer.

1. Go to Settings > Customer Management > Roles and select the role to assign.

2. Select Assign role.

3. To assign the role to a customer group:

   1. Select + Groups.

   2. Search for and select the groups.

   3. Select Assign role.

4. To assign the role to an individual customer:

   1. Select + Customer.

   2. Search for and select the customers.

   3. Select Assign role.

⚠️ Warning: You cannot assign a role to the All customers group.

Privilege resolution and field-level access

When a customer belongs to multiple groups that carry different roles, DevRev applies the highest privilege level across all assigned roles. For example, if one group grants read access to tickets and another grants edit access, the customer receives edit access.

Customer roles also support field-level permissions on objects such as Ticket, allowing you to control which fields a customer can view or edit in the portal. This is useful when certain ticket fields contain internal information that should not be visible to customers.

For full details on configuring privileges, field-level access, and testing role behavior, see Configure roles. For guidance on how groups and role inheritance interact, see Customer management.