Managing Users and Roles

Support Cloud allows you to manage users and roles across your organization to ensure secure, efficient workflows. With role-based permissions and visibility controls, you can give the right access to the right teams. 👥

👤 User Types

• Admin: Full access to settings, billing, reports, and users.
• Agent: Access to assigned tickets, macros, and reports.
• Light Agent: Internal collaborators with read-only access to tickets.

🔧 Adding and Editing Users

1. Go to Admin > People.
2. Click Invite to add a new user.
3. Select their role and group assignment.
4. Click Send Invite.

🔐 Custom Roles

Available on the Professional plan and above, custom roles allow you to tailor permissions by feature (e.g., restrict access to billing, reports, or integrations).

🧯 Troubleshooting

• User can’t log in? Check that their invite was accepted and not expired.
• Missing role options? You may be on a plan without custom roles enabled.