Users
Invite people, set their role and permissions, and remove access when they leave.
Users is the list of everyone with access to your organisation, and the controls that decide what each of them can do.
Adding a User
Click Add New User.
Enter their email address — this is required, and it is where the invite goes.
Enter their name and phone number.
Choose their role and set any additional permissions.
Assign them to a team, so team-routed work reaches them.
Save. They receive an invite and appear in the list.
An invite that has not been accepted can be removed with Delete Invite.
Permissions
Beyond the role, each user has individually switchable permissions:
| Permission | Grants |
|---|---|
| Access to Inbox | Can open the Inbox and work on tickets |
| Access reports and data insights | Can open Analytics |
| Create and edit workflow automation | Can build and change automations |
| Allow mobile app access | Can sign in from the mobile app |
| Email notifications enabled | Receives email notifications |
Permissions are additive on top of the role. Removing Access to Inbox from an agent hides the Inbox for them entirely, whatever their role says.
Account Status
Each member shows whether their account is active. Deactivating is the reversible option — use it for someone on extended leave, rather than deleting and re-inviting them later.
Editing a User
Click Edit User to change their name, photo, contact details, role, permissions or team assignment. Changes take effect immediately for that person.
Removing a User
Open the user and choose Delete User.
Confirm in the dialog — you will be asked to confirm the specific person.
Deleting a user account is permanent. Their tickets stay in the system with their name on them, but their access ends immediately. If they might come back, deactivate instead.
Before Someone Leaves
Reassign their open tickets — check the Mine view filtered to them from the sidebar's Users filter.
Check whether any automation or routing points at them specifically.
Then deactivate or delete the account.
Deleting first leaves their tickets ownerless and invisible in personal views.
Related Pages
- Teams — grouping users and controlling feature access
- Assignment & Reassignment