User Management

Add team members, assign roles, and manage permissions.

User Overview

User Types

User Status

Inviting Users

Step by Step

1. Go to Settings → Users
2. Click + Invite User
3. Enter email address
4. Select role (Admin or Agent)
5. Optional: Assign to team
6. Click Send Invitation

What Happens

1. User receives email invitation
2. They click link to set up account
3. They create password
4. They can start working

Invitation Expiration

Invitations expire after 7 days. Resend if needed.

Managing Users

User Profile

Each user has:

• Name
• Email
• Avatar
• Role
• Teams
• Status

Editing Users

1. Click user name in list
2. Modify details
3. Save changes

Changing Roles

1. Edit user
2. Select new role
3. Confirm the change
4. Save

Note: Changing to Admin grants full access immediately.

Roles & Permissions

Admin Role

Full access including:

• All tickets
• All settings
• User management
• Billing
• Integrations
• Automations

Agent Role

Limited access:

• Assigned tickets (or all, if configured)
• Macros (use only)
• Limited settings
• Own profile

Custom Permissions

Fine-tune agent access:

Teams

What Are Teams?

Groups of users for:

• Assignment routing
• Reporting
• Permissions
• Organization

Creating Teams

1. Go to Settings → Teams
2. Click + New Team
3. Name the team
4. Add description
5. Add members
6. Save

Team Examples

• Support Tier 1
• Support Tier 2
• Billing Team
• Technical Support
• VIP Support

Adding Users to Teams

1. Edit user profile
2. Select teams
3. Save

Or:

1. Edit team
2. Add members
3. Save

Deactivating Users

When to Deactivate

• Employee leaves company
• Role changes (no longer support)
• Temporary leave

How to Deactivate

1. Edit user
2. Click Deactivate
3. Confirm

What Happens

• User cannot log in
• Assigned tickets unassigned or reassigned
• History preserved
• License seat freed

Reactivating

1. Find user in "Deactivated" filter
2. Click Reactivate
3. User can log in again

User Settings

Personal Settings

Users can configure:

• Name and avatar
• Notification preferences
• Signature
• Theme (light/dark)
• Language

Admin-Controlled Settings

Admins configure:

• Role
• Teams
• Permissions
• Active status

Single Sign-On (SSO)

Supported Providers

• Google Workspace
• Microsoft Azure AD
• Okta
• Custom SAML

Enabling SSO

1. Go to Settings → Security → SSO
2. Select provider
3. Configure connection
4. Test sign-in
5. Enable for users

SSO User Provisioning

Options:

• Just-in-time: Users created on first SSO login
• Pre-provisioned: Users must exist first
• SCIM: Automatic sync with directory

Bulk Operations

Bulk Invite

Import multiple users:

1. Prepare CSV with emails and roles
2. Upload file
3. Review and send invitations

Bulk Update

Change multiple users:

1. Select users
2. Choose action (change role, add to team)
3. Apply

Bulk Deactivate

Deactivate multiple users:

1. Select users
2. Click Deactivate
3. Confirm

User Activity

Login History

View for each user:

• Last login
• Login frequency
• IP addresses
• Devices

Activity Log

Track user actions:

• Tickets handled
• Replies sent
• Settings changed

Performance Metrics

See in Analytics:

• Tickets resolved
• Response times
• CSAT scores

Best Practices

Principle of Least Privilege

• Start with minimal permissions
• Add access as needed
• Review periodically

Regular Audits

Quarterly:

• Review active users
• Check roles are appropriate
• Deactivate former employees

Onboarding Checklist

New users should:

1. Accept invitation
2. Set up profile
3. Configure notifications
4. Complete training
5. Shadow existing agent

Offboarding Checklist

Departing users:

1. Reassign tickets
2. Transfer ownership of macros/views
3. Deactivate account
4. Review for sensitive data

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