User Management
View, edit roles, and manage team members
The Users page is where you view your team, adjust roles and visibility, and manage access. Navigate to it from the sidebar under Users.
Users Table
The users table displays every team member with the following columns:
| Column | What it shows |
|---|---|
| User | Name, email, and avatar. |
| Role | Owner, Admin, Supervisor, Agent, or Viewer. |
| Visibility | The scope of tickets they can see — All, Department, or Assigned Only. |
| Departments | Which departments the user belongs to. |
| Audit Log | A summary of recent activity (last login, actions taken). |
| Last Active | When the user last interacted with the helpdesk. |
| Status | Whether the account is active or deactivated. |
Editing Users
Role and visibility can be changed inline directly from the table. Click the current value, select a new option, and the change saves automatically — no confirmation step required.
Role hierarchy is enforced. Owners can change any role. Admins can manage supervisors, agents, and viewers — but cannot modify other admins or owners.
Deactivating and Reactivating Users
Each user row has a status toggle. Deactivating a user immediately revokes their access to the helpdesk without deleting their account. Their ticket history and activity log are preserved. You can reactivate them at any time to restore access.
Deactivation is useful when a team member leaves temporarily or changes roles within your organisation.
Who Can See What
The users table respects the same role hierarchy as the rest of the helpdesk:
- Owners see all team members, including other owners and admins.
- Admins see supervisors, agents, and viewers — they cannot view or modify other admins or owners.
Adding Team Members
Users are not created directly in the helpdesk. Instead, they sync from your CRM. When a new team member is added in your CRM, they appear in the helpdesk automatically after the next sync.
If you need to refresh the user list immediately, use the Sync from CRM button at the top of the Users page. This pulls the latest team data from your CRM without waiting for the next scheduled sync.
New users synced from the CRM are assigned the Agent role by default. An owner or admin should review and adjust their role and visibility after they appear.