Manage your team and roles

Invite a team member

1. Use Invite Staff for people who primarily submit or receive requests: enter their name, email address, and department.
2. Use Invite Member for an Admin, Agent, Viewer, or Manager: enter their name and email address, choose the role, and select a department when inviting a Manager.
3. They receive an invitation to join your workspace and create access.
4. Verify the role and department after activation, particularly before granting Admin or Agent access.

Role-based access

Staff focus on their own requests. Managers supervise tickets and staff in their assigned department. Agents work across departments. Viewers have read-only workspace access. Administrators manage the entire workspace, including settings, people, departments, categories, and tickets.

Choose the smallest role that gives a person the access they need, then review access when responsibilities change.

Change a role safely

1. Open user management and select the person whose access needs to change.
2. Choose the new role and select the correct department if the person becomes a Manager.
3. Save, then ask the person to sign in again and confirm their expected access.