Team Members and Roles

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