Users & groups

Invite users

1. Open Users → Invite.
2. Enter the email address and choose the role.
3. Send — the person receives an email to set their password and land in the right place.

Deactivating a user blocks sign-in immediately without deleting their history: their tickets, comments and articles keep their name.

At scale, skip manual invitations: directory sync imports users and groups from Microsoft Entra, Google Workspace or LDAP, and SSO can provision on first sign-in.

Groups

Groups are your teams — Helpdesk N1, Infrastructure, Applications:

• Tickets are assigned to groups; members see the group’s queue.
• Automation rules route to groups.
• Monitors notify impacted groups.
• Agents’ ticket visibility follows group membership.

Create them under Groups, add members, and keep them aligned with how your team actually splits work — routing mirrors whatever structure you declare here.

Customer companies (service providers)

If you support external companies, register each as a client: its contact address, its users (with Customer roles), and optionally its VIP contacts. Everything a customer company’s users see is scoped to their own company — and monitors can notify a client’s contact address when a service they depend on goes down.

VIPs

Mark a person as VIP to highlight every ticket they raise and let automation treat them specially — example rule.