Navigate to: Admin > Users > Roles
Shepherd uses a role-based permission system to control access to specific features. You can start with default roles or create custom roles with tailored permissions for each position (e.g., Technician, Doctor, Front Desk).
For details on creating users and assigning roles, see our Clinic Login & Users Guide.
To manage user permissions, follow these steps:
Go to Admin > Users.
To create a new user, click the Add New button in the top-right corner of the Users page.
To adjust permissions, click the Roles tab at the top of the Users page. Locate the relevant role and check the required permission boxes (e.g., Inventory Management). Save your changes
What You Need to Know
Only users with access to Admin > Users > Roles can view or update role permissions.
Team members with lower-level permissions cannot check their own role settings. If a staff member needs a permission updated, a practice admin, owner, or manager with role-editing access must make the change on their behalf.
A missing or greyed-out action may be caused by a missing permission or by the current state of the record.
For example, a closed invoice or a locked SOAP may restrict an action even if the relevant permission is already enabled. If a permission is confirmed active and the action is still unavailable, there may be a separate workflow restriction at play.
Best Practices for Assigning Permissions
Start with Default Roles — Adjust as needed for your workflow.
Limit Sensitive Permissions — Keep them restricted to managerial roles.
Review Regularly — Remove unnecessary permissions to reduce risk.
Document Changes — Keep track of who has what permissions and why.
Common Tasks and Required Permissions
Use this table to find the permission needed for a specific action. To update a role, navigate to Admin > Users > Roles.
If you need to... | Permission required | Tab |
Void or edit a payment | Payments (Edit, Void, Delete) | Invoices |
Process a monetary refund | Refunds (Process) | Invoices |
Process an item return | Return | Invoices |
Unlock a closed invoice for editing | Invoices (Unlock) | Invoices |
Adjust pricing on an invoice | Adjust Price (Change) | Invoices |
Unlock a SOAP for editing | SOAP (Unlock) | Records |
Delete a SOAP | SOAP (Delete) | Records |
Manage inventory items and purchase orders | Inventory Management (Access) | Admin |
Create or edit products, bundles, or categories | Products ⚠️ (Create, Edit) | Admin |
Adjust patient service reminder settings | Reminder Settings (Create, Edit, Delete) | Admin |
Sensitive Permissions
Some permissions can significantly impact clinic operations and data integrity.
We recommend assigning these only to trusted roles like Practice Owners or Managers. These are marked with ⚠️ below.
Admin Permission Tab
Admin permissions control administrative settings, integrations, inventory, and more.
Permission | Description |
Bulk Edit ⚠️ (Edit) | Make mass edits to clinic settings, services, and more. We recommend only assigning to Practice Owners or Managers. |
Client Communication (Access) | Access client communication admin settings. |
Clinic Settings ⚠️ (Update) | Update contact info, logo, communication preferences, locations, referral sources, client discounts, and Shepherd Pay credentials. |
Diagnoses (Update) | Update diagnosis entries (activate/deactivate, attach files/instructions). Note: Shepherd uses standardized AAHA, AAEP, and SAS SNOMED codes. No additions or deletions are allowed at this time. |
Finance Charge (Access) | Access to enable / disable finance charges and edit finance charge settings. |
Integrations ⚠️ (Set up, Edit) | Set up and edit integrations (e.g., IDEXX, Shepherd Pay). |
Inventory Management (Access) | Create/manage items, purchase orders, and receiving. |
Manage Announcements (Create, Update, Delete) | Create/update/delete announcements in the Pet Portal. |
Manage Forms (Create, Update, Archive) | Create/update/archive forms (e.g., new patient, consent forms). See Internal Forms. |
Edit SOAP Forms (Edit submitted forms) | Edit internal forms (e.g., anesthesia form). |
Mass Communication (Access) | Access mass communication features. |
Messaging (Access) | Access two-way SMS messaging and closed conversations. |
Physical Exam Templates ⚠️ (Create, Edit) | Create/edit/delete physical exam templates. See: Physical Exam Templates , Input Elements: Forms & Physical Exams |
Products ⚠️ (Create, Edit) | Create/update products, categories, bundles, and dispensing fees. Not a common task — best left to office or inventory managers. See |
Product Lots (Create, Edit) | Create and edit product lots. |
Roles ⚠️ (Create, Edit) | Create, edit, and assign roles and their permissions. Best left to practice managers and doctors. |
Scheduling ⚠️ (Create, Edit) | Create/edit appointment types, provider hours, and practice schedules. See Schedule Settings. |
Boarding (Create, Edit) | Create, edit boarding appointments |
Reminder Settings (Create, Edit, Delete) | Create, edit and delete patient service reminder templates that are associated with trigger products. |
Subscription Billing Settings (Edit) | Edit subscription billing configuration. |
AI Settings (Access) | Access to enable / disable AI features clinic wide. |
Time Clock (Set up, Modify) | Set up and modify time clock settings. |
Users ⚠️ (Create, Edit) | Create/edit users and assign roles. |
Failed Notifications (Access) | Access the Failed Notification Events dashboard. |
User Setting ⚠️ (Create, Edit) | Create/edit user setting configurations (Automatic User Sign Out, Clinic Login IP Restrictions). |
Wellness Plan Settings (Create, Edit) | Create/edit Wellness Plans |
Invoice Permission Tab
Invoice permissions control editing, refunds, voids, and payment adjustments.
Permission | Description |
Adjust Price (Change) | Change invoice item pricing. |
Discounts (Apply) | Apply discounts to invoice line items. Note: Automatic discounts still apply regardless of permissions. See Discounts. |
Invoices (Unlock) | Unlock a closed invoice to enable edits. Useful for team members who handle returns or refunds. |
Payments (Edit, Void, Delete) | Edit a payment date and void payments or refunds. Note: Does not allow processing refunds (see Refunds) and does not grant access to the practice's payment processor. |
Production User (Change) | Assign sales/discounts to another user for commission tracking. |
Refunds (Process) | Process monetary refunds (separate from returns). |
Return | Process item returns, updating inventory accordingly. Note: Does not issue a monetary refund — see Refunds. |
Recurring Payment Dashboard (Read) | Access to read only recurring payment dashboard. |
Recurring Payment (Update, Cancel) | Edit or cancel recurring payment plans. |
Recurring Payment (Create) | Create recurring payment plans for clients. |
Wellness Plan Enrollment Pricing (Update) | Allows updating Wellness Plans and enrollment fee pricing, including custom pricing and discounts on enrollment invoices. |
Record Permission Tab
Record permissions grant access to patient records, SOAPs, prescriptions, and more.
Permission | Description |
Chronic Condition (Delete) | Delete a chronic condition from a patient profile. |
Chronic Condition Notes (Update) | Update notes for a chronic condition. |
Notes and Messages (Delete) | Delete notes (own or others'). Note: Locked SOAPs cannot be edited regardless of permission. |
Client (Merge) | Merge client records. |
Patient (Transfer) | Transfer a patient profile to a different client. See our guide on patient transfers. |
Patient Weight Entry (Update, Delete) | Update/delete weight entries. |
Prescription Refills (Cancel, Delete) | Cancel/delete Rx from records and profiles. Note: To update fields, see Prescriptions & Refills (Update). |
Prescriptions & Refills (Update) | Update dose, amount, expiration date, and instructions. |
Prescriptions (Create, Renew, End Refill) | Create/renew/end refills from records or patient profiles. |
Prescription Refills (Approve/Deny) | Approve or deny refill requests. |
SOAP (Unlock) | Unlock SOAPs for editing after closure. |
SOAP (Delete) | Delete SOAPs (tracked in patient activity log). |
Vaccinations (Update) | Update vaccination history. |
Wellness Plan Enrollment (Create) | Enroll patients in existing Wellness Plans only. (Unable to edit or cancel) |
Wellness Plan Enrollment Management (Update) | Pause, resume, extend or cancel plans only. (No initial enrollment) |
Report Permission Tab
View, run, and download specific reports.
See our Reports Guide for details on available reports.
Frequently Asked Questions
Why can't I add a new staff member?
Adding staff requires access to Admin > Users > Roles. If you don't have that access, you'll need a practice admin, owner, or manager with role-editing permissions to create the user or update your role.
Why is an action still greyed out after permissions are updated?
A permission being enabled doesn't always resolve a blocked action on its own. Some actions are also restricted by the current state of the record — for example, a closed invoice, a locked SOAP, or a payment type that limits certain edits. If a practice admin has confirmed the correct permission is active and the action is still unavailable, there may be a workflow restriction involved. Contact Support if the issue persists.