User Management
Inviting people, picking the right role for them, and getting access right.
Sending invitations
From Settings → Users, click Invite User, enter an email, and pick a role. The invitee gets an email with a sign-up link that's valid for 7 days. If it expires before they use it, you can resend from the same page.
Send one invitation per email address. The form validates the address before sending and reports if that person already has access.
The five roles
Roles are hierarchical, each one inherits everything below it and adds more.
| Role | What they can do |
|---|---|
| Agent | Work on tickets they can see, reply, track time, use Suggest Reply. The role most of your team will have. |
| Team Lead | Everything an agent can do, plus assign tickets, manage a team of agents, and see team-level reports. |
| Project Lead | Everything a team lead can do, plus configure ticket types, labels, and workspace-level settings. |
| Manager | Cross-workspace visibility, useful when you run multiple workspaces and want roll-up analytics without giving full admin access. |
| Admin | Everything. Billing, integrations, user management, API keys, kill switches. Keep this list small. |
If your team is small (under ten people), you probably want most folks as Agent and one or two as Admin. The middle roles become useful as you grow.
Changing someone's role
Click the user in Settings → Users, change the role dropdown, save. The change is immediate, they'll see their permissions shift on their next request.
Deactivating
Deactivated users lose access right away but their ticket history, comments, time entries, and audit trail stay intact. They don't count against your seat total while deactivated, so this is how you handle leaves of absence or departures without losing data. Reactivating is one click whenever you need to.