Roles and customers

Updated:

Workspace roles

Role
Admin everything everywhere: users, projects, settings, administration
Member works in the projects they belong to
Viewer free on every plan; reads the projects they are added to, always with the project role Viewer
Customer external user; sees only their projects, always with the project role Customer

Viewers

For people who only need to read along, such as managers or auditors.

  • Free: they take no user seat. On Free up to 10 viewers fit, on Team any number. Pending invitations as Viewer count on the viewers' side. See Plan & Billing.
  • Only reading: in the app, and with API tokens and connected apps, which can only get the read scope. Claude connected by a viewer can read but not change anything.
  • In projects: add them under Members, with the role Viewer; any other role is refused. They can't lead a project.
  • Changing the role:
    • To Viewer: their project roles all become Viewer. Tokens they made before only read from then on.
    • From Viewer to Member: the workspace role changes, and their project roles stay Viewer until you raise them per project.
    • Either way the change needs a free place on the other side, and IT4S says so if there is none.
  • A person's role is per workspace: a viewer here can be a member elsewhere.

Project roles

Role By default may
Project admin everything in the project: settings, members, releases
Member create and edit issues, change status and order, link, log work, comment, upload, write designs and documentation
Viewer read issues, the board, releases and documentation, download files, watch issues and get notifications; no comments
Customer report bugs and feature requests, edit title, description and priority of their own issues, change the status, comment (always public), upload files, read public documentation pages

What Members and Customers may do can be changed by workspace admins under Administration › Permissions (issue types, editable fields, status changes, ordering, links, deleting, worklogs, …); it applies to all projects. Viewers and project admins are fixed. Everyone can see the current rules on that page.

A member can also be a Viewer in a single project. That person still counts as a user; only the workspace role Viewer is free.

Working with customers

  • Reporting with screenshots: customers can paste or drop screenshots and attach documents while they create a bug or feature request, before the first save.

  • Checking the fix: when an issue a customer reported is set to In Review, their My Work shows it:

    • in Waiting for my review
    • in Needs to be done
    • in What's new as ready for your review
    • in the AI summary (when AI is on)

    The customer checks it and moves it on, or comments. The same works for everyone who reports issues.

  • AI agents: customers see the person behind an agent; see AI agents and your customers.

What customers never see

Internal comments and worklogs, the technical plan and prompts, designs, code links, templates, internal documentation pages (and public pages below an internal one, also in the documentation search), the comments and history of documentation pages, other people outside their projects, and the administration. Emails, exports, live updates and Claude follow the same rules.