Users and roles
Invite your team and choose what each person can do.
Go to Settings > Users & agents and click Invite.
Roles
- Admin: everything, including settings, users and the plan
- Supervisor: every ticket, assigning and merging, approvals, reply review, reports and the live screen
- Agent: replies to customers and works on tickets in their departments
- Light agent: reads tickets and adds private notes, without replying
- Viewer: reads only, and is always free
Business can also create custom roles with exactly the rights you choose.
Departments, skills and limits
For each agent you can set their departments, their skills, and a limit on how many tickets they get automatically. An agent sees only the tickets in their departments.
Who you pay for
Admins, Supervisors and Agents use a paid seat. Each paid plan includes some Light agents at no charge. Viewers are free.
Their own settings
Each person can change their language, display and signature under My settings, and set their status to Online, Busy or Away at the top of the screen.
When someone leaves
Remove their role from the same page. Their tickets stay, and you can give them to someone else with a bulk change on the ticket list.