Users, teams and your account
Roles, teams, availability, notifications, business hours and billing.
- Your profilePartly availableChange the name your team and customers see, your time zone and language, and the short note other agents read about you.
- Manage usersInvite people, change their role, deactivate someone who has left and hand the owner role to someone else.
- TeamsGroup agents into teams so tickets, views and reports can follow how your support team is really split, then add, remove or delete members.
- Agent availability and statusesPartly availableSee who is free to take tickets and chats, set a teammate away when they forgot, and create the away statuses agents choose from.
- Two-step sign-inAsk for a code from your phone's authenticator app after your password, keep recovery codes for a lost phone, and turn it off again.
- Access settingsPartly availableHow people sign in, requiring two-factor for passwords, limiting invites to your own email domain, and what each role may do.
- Business hours and holidaysPartly availableSet the hours your team answers customers and the days you are closed, which chat, SLAs, urgency and response-time reports all follow.
- Billing and usageSee your plan and this month's usage, and where to go for invoices, payment details, plan changes and cancelling.
- LabsPartly availableThe features still being built for your helpdesk, why each one is switched off, and what to use until it can be turned on.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.