Manage users

Settings > Users lists everyone who works in this helpdesk. Admins can invite people, change roles and deactivate users there. Every other role can open the page and read it, but the buttons are not there for them.

Give each person their own user. Shared sign-ins make the agent reports wrong and leave the audit log unable to say who did what.

The user list#

The tabs across the top filter the list: Active, Invite sent, Deactivated and All, each with a count. The search box finds a person by name or email address.

The AI agent's account does not appear here. It is linked and unlinked from the AI Agent section; see Link or unlink the AI agent account.

Invite someone#

1. Select Invite user.

2. Enter their Email. Name is optional; they can change it after they join.

3. Choose a Role. Each choice says in a line what it allows.

4. Tick the Teams they should join, if any.

5. Select Send invite.

The helpdesk emails them a link. The link also appears on screen once, so you can send it yourself if the email does not arrive. It works once and stops working after 48 hours. Until they accept, they are listed under Invite sent, already holding the role and teams you chose.

Only an admin or owner of your organization can invite another admin. If your helpdesk limits invites to certain email domains (see Access settings), an address at any other domain is refused. Invite your team and accept an invite covers the invitee's side.

To cancel an invite, open the person's page and select Withdraw invite. The link stops working and the waiting profile is removed. To send a fresh link after one expired, withdraw it and invite the address again.

Change someone's role#

1. Select the person's name in the list.

2. Under Role, pick the new role. The line below it describes what that role allows.

3. Select Save role.

The change applies straight away. Roles and what each can do compares the six roles, and Settings > Access shows the same table.

Deactivate someone who has left#

1. Open the person's page from the list.

2. Select Deactivate, then confirm.

A deactivated user can no longer sign in to this helpdesk, and their API keys stop working. Tickets assigned to them stay assigned until someone moves them, so check their open tickets afterwards; Assign tickets to agents and teams shows how to reassign them. Their name stays on the replies and notes they wrote.

To bring them back, open their page under Deactivated and select Reactivate. They sign in again with the role shown on the page.

Users cannot be deleted, only deactivated, so their history stays readable. You cannot deactivate yourself.

Owners and the organization#

Each helpdesk belongs to an organization, and the organization has its own roles: owner, admin, member and viewer. Owners are the only people who can make or remove other owners, rename or delete the organization and download a full export of a helpdesk. An organization always keeps at least one owner, and owners sign in with Google.

Organization roles are managed in Organization settings, outside the helpdesk. Open the helpdesk menu at the top left, choose All helpdesks, then Organization settings beside your organization's name.

Hand the owner role to someone else#

An organization can have more than one owner, so handing over is two steps.

1. The new owner must already be a member of the organization. If they are not, invite them from the users page first and wait until they accept.

2. In Organization settings, find them under Members, pick owner in their role list and select Change.

3. Once they are an owner, the previous owner can change their own role the same way, or select Leave.

The last remaining owner cannot be demoted or leave; the page asks you to make someone else an owner first. If the only owner has left your company and nobody can sign in as them, email support@growthdept.ai.