Team Members and Roles



Organize your support team with roles and permissions.

Roles



Owner
  • •Full access to everything
  • •Manage billing, delete account
  • •Only one owner per account


    • Admin
  • •Access all tickets and settings
  • •Manage team members
  • •View all analytics
  • •Cannot manage billing


    • Agent
  • •View and reply to assigned tickets
  • •Access knowledge base
  • •View personal performance stats
  • •Cannot access admin settings


    • Managing Team



    Add a member:
  • 1.Settings → Team → Invite Member
  • 2.Enter email and select role
  • 3.They receive an invite link


    • Change a role:
  • 1.Settings → Team
  • 2.Click the member's name
  • 3.Update their role


    • Remove a member:
  • 1.Settings → Team
  • 2.Click the member's name
  • 3.Click Remove → Confirm


    • Agent Availability



    Agents can set their status:
  • •Available — receives new ticket assignments
  • •Away — skipped in auto-assignment rotation