Team Members

The team members page shows everyone in your workspace and lets you manage their roles and group assignments.

Member information

Each team member displays:

Field	Description
Name	Display name from their auth profile
Email	Email address
Avatar	Profile picture
Role	Helpdesk role: admin, agent, or viewer
Groups	Agent groups they belong to
Default group	Their primary group for ticket assignment

Roles

Role	Permissions
Admin	Full access — manage settings, groups, SLAs, automations, team members, and all tickets
Agent	Handle tickets, create contacts, manage KB articles, use AI features
Viewer	Read-only access to tickets, contacts, and reports

At least one admin must exist in every workspace. Helpdesk prevents you from demoting the last admin.

Changing a member’s role

1. Navigate to Settings > Team Members
2. Click a team member
3. Select the new role from the role dropdown
4. Save changes

Role changes take effect immediately.

Managing group memberships

From the team member detail page, you can assign the member to groups:

1. Select the groups they should belong to (up to 100)
2. Optionally set a default group — this is the group used for round-robin and skill-based routing
3. Save changes

The default group must be one of the selected groups. Removing all groups also clears the default.

Related

• Agent Groups — create and configure groups
• Audit Log — track role and membership changes