Team members
Your team members are the agents who handle tickets, plus the admins who configure the helpdesk. You manage them under Settings → Team → Members, where you can invite new people, set what each of them can do, and deactivate anyone who no longer needs access.
Inviting an agent
To add someone to your team, send them an invitation from Settings → Team → Members. They receive an email inviting them to join your workspace and set up their account. Once they accept, they appear in your members list and can start working on tickets according to the role you assigned.
Roles and permissions
A member’s role controls what they can see and do. Assign the least access each person needs to do their job:
- Admins can configure the helpdesk — settings, rules, team members — in addition to handling tickets.
- Agents work tickets and conversations day to day but don’t change workspace configuration.
- Read-only or limited roles let someone view activity without making changes.
Review roles periodically so access stays aligned with what people actually do. Change a member’s role whenever their responsibilities change, and the update takes effect right away.
Deactivating a member
When someone leaves your team or no longer needs access, deactivate them from their member entry. Deactivating removes their ability to sign in and handle tickets while preserving their history — past assignments, replies, and activity stay intact for the record. This is safer than deleting, because it keeps your audit trail complete.