Capability matrix
| Capability | Admin | Agent | Customer |
|---|---|---|---|
| Dashboard | Yes | Yes | Yes |
| Ticket list | Yes | Yes, as My Tickets | Yes, own tickets |
| Create ticket | Yes | Yes | Yes |
| Ticket detail | Yes | Yes | Yes, own tickets |
| Reply to tickets | Yes | Yes | Yes, own tickets |
| Internal notes | Yes | Yes | No |
| Change ticket status | Yes | Yes | No |
| Change priority | Yes | Yes | No |
| Change assignee | Yes | Yes | No |
| Manage participants | Yes | Yes | No |
| Search internal messages | Yes | Yes | No |
| Customer management | Yes | No | No |
| Customer organization management | Yes | No | No |
| Reports | Yes, team-wide | Yes, assigned-ticket view | No |
| Team management | Yes | No | No |
| Organization settings | Yes | No | No |
| Profile settings | Yes | Yes | Yes |
| Notification settings | Yes | Yes | Yes |
| AI draft replies | Yes, if AI-assisted | Yes, if AI-assisted | No |
| AI improve response | Yes, if AI-assisted | Yes, if AI-assisted | No |
| MCP/API token access | Yes, role-scoped | Yes, role-scoped | Yes, own-ticket scoped |
Admins can switch between admin and agent views.
AI draft replies and AI improve response are built-in MuninX app features for AI-assisted admins and agents. MuninX MCP is a separate external AI client integration that uses personal API tokens and follows the token owner’s role permissions.