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This area consists of two parts: Users - the people on your team who can sign in and use your account - and Groups - teams in which you organize these people to route tickets and conversations to the right place.

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Users

On the “Users” page, you manage the people who can sign in and use your account. Invite new colleagues, keep their details up to date, and remove people who no longer need access - all in one place.

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What you can do

  • Invite team members by email
  • See everyone with access - including their email address and the date they were added
  • Edit a person’s name or email address
  • Remove a person who should no longer have access

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Inviting a team member

1

Open the invitation

Click “Invite user” in the top right.
2

Enter their details

Enter the person’s email address (required). Optionally add their first name and last name - this makes the list easier to scan.
3

Invite

Click “Invite”. The new person appears in your list immediately.
How the invitation works. When you invite someone, they receive an invitation by email. Using the link inside, they set their own password and can then sign in. You neither set nor see their password.
Use a business email address. Personal or free email addresses - such as Gmail, GMX, web.de, Yahoo, Outlook.com, or iCloud - cannot be used for team members and are rejected. Invite colleagues with their company email address instead.

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Editing a person’s details

Click “Edit” in a person’s row to change their first name, last name, or email address, then click “Save”. The email field is always required.

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Removing a person

Click “Delete” in a person’s row and confirm. Removing a person is permanent and cannot be undone - they immediately lose access to your account.
  • You cannot remove yourself. Your own row is marked with (You) and the “Delete” button is disabled so you don’t accidentally lock yourself out.
  • No work is lost. If tickets were assigned to the person, they are not deleted - they simply become unassigned, so you can hand them over to someone else.

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Groups

Groups are teams in which you organize people - for example Support or Sales. Once a group exists, you can assign work to it: a ticket’s Group field, for example, points to a group you create here, so the right team picks it up.

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Creating a group

1

Create the group

Click “New group” in the top right.
2

Enter the details

Enter a name (required). Optionally add a description and pick a color - the color marks the group chip so the group is easy to spot in lists.
3

Create

Click “Create group”.

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Adding and removing members

Click a group in the list to open it. Under Members, click “Add member” and select a team member to add them, or click the remove icon next to a member to remove them. Only people who already have access - your Users - can be added to a group. So invite a colleague first if they are not in the list yet.

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Editing a group

Open the ⋯ menu in a group’s row (or open the group) and select “Edit details” to change the name, description, or color. Then click “Save changes”.

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Deleting a group

Open the ⋯ menu in a group’s row and select “Delete group”, then confirm. Deleting a group is permanent. Tickets that belonged to the group are not deleted - they keep their data but become ungrouped, so you can reassign them to another group.