Managing Users & Tenants

User Management

Inviting a New User

1. Go to Admin → Users.
2. Click + Invite User.
3. Enter the email address and select a role.
4. Click Send Invitation. The user receives an email with a registration link valid for 7 days.

Resending an Invitation

If a user hasn't accepted their invitation, click Resend next to their pending invitation in Admin → Users → Pending Invitations.

Editing a User's Role

1. Open Admin → Users.
2. Click the user's name.
3. Change the Role field and click Save.

Deactivating a User

Deactivated users cannot log in and are excluded from assignee dropdowns. Their historical work (tickets, comments, time entries) remains intact.

1. Open Admin → Users.
2. Click the user's name.
3. Toggle Active to off and click Save.

Resetting a Password

Admins cannot see passwords, but can trigger a password reset email:

1. Open the user's profile in Admin → Users.
2. Click Send Password Reset.
3. The user receives a reset link valid for 1 hour.

Multi-Tenancy

Creating a New Organisation (Tenant)

1. Go to Admin → Organisations (SUPER_ADMIN only).
2. Click + New Organisation.
3. Set:
   • Name and Slug (URL-safe, unique across the platform).
   • Admin Tenant — check this only for the operator's own organisation (at most one per instance).
   • Demo — marks this as a demo tenancy with synthetic data.
4. Click Save.

Per-Tenant Feature Overrides

Operators can restrict which features a specific tenant can use:

1. Open the organisation in Admin → Organisations.
2. Edit the Features Enabled field — a JSON array of feature codes (e.g. ["helpdesk","crm","rmm"]).
3. The effective feature set is the intersection of the licence's features and this override.
4. Leave blank to grant all licence-enabled features.

Switching Tenants (Admin Users)

Admin tenancy members can switch into any customer tenant:

1. Click the tenant switcher at the bottom of the left sidebar.
2. Select the target organisation from the dropdown.
3. The portal reloads scoped to that tenant. A banner shows which tenant you're currently in.

Teams

Teams group agents for routing and signature purposes.

1. Go to Admin → Helpdesk → Teams.
2. Click + New Team.
3. Add members and assign MEMBER or MANAGER roles within the team.
4. Optionally create a Team Signature for public replies from this team.