The access model
Access in the Task Manager is deliberately open: any user can view, act on, and reassign any task, regardless of who owns it. This keeps work moving when a colleague is on holiday or off sick - anyone can pick up a task, update its status, edit its priority, category, and due date, create actions, add or remove collaborators, move it to another customer, or transfer ownership.
What only admins can do
A small number of things remain admin-only:
Editing the filters and settings of shared tabs — tabs visible to the whole organisation. Any user can create a shared tab, but changing a shared tab's filters is reserved for admins so team-wide views stay consistent. Personal tabs remain fully editable by their owner.
Managing company-level Task Manager settings in the Agents Control Centre - - classification rules, playbooks, and task categories.
What owner and collaborator mean
Since access is open, a user's relationship to a task describes responsibility, not what they're allowed to do:
Owner — the primary user responsible for resolving the task. The task appears in their My Tasks view.
Collaborator (Action Assignee) — a user added to the task by being assigned an action within it. The task also appears in their My Tasks view.
Everyone else — can still act on the task if needed; it simply won't appear in their My Tasks view.
Portfolio access
If your company has portfolio access enabled, you can only see tasks belonging to customers in your assigned portfolio. This applies across every view in the Task Manager — the queue, search, list view, and custom tabs.