Users
Invite staff, manage roles, and deactivate, delete, or erase users.
Admins with the user.view, user.create, user.edit, user.delete, or user.erase
permission manage users from Admin → Users.
Invite a staff member
- Go to Admin → Users and select Invite user.
- Enter the person's email and choose one or more roles. Roles control what the person can see and do.
- Send the invitation.
The invitee gets an email with a link. The link is valid for 7 days. When they open it, they set their name and a password, then they are signed in. Passwords must be at least 12 characters.
If the invitation expires before it is accepted, invite the person again.
Staff get exactly the roles chosen at invitation — they do not automatically get the Customer role. A person can hold both a staff role and the Customer role, and use both experiences with the same email.
Edit a user
Open a user's page to change their name or roles. Role changes take effect immediately, including for that user's open sessions.
Deactivate, delete, or erase
Use the action that matches what you need:
Deactivate
Deactivating a user:
- Blocks sign-in.
- Ends their active sessions.
- Unassigns their open tickets.
- Keeps their history (messages, tickets, audit trail).
Deactivation is reversible — reactivate the user from the same page.
Use this for someone who has left the team or should temporarily lose access, while keeping their past work visible.
Delete
Deleting a user permanently removes them. This only works when the user has no history — no messages, no tickets, nothing recorded against them. If the user has history, the delete action fails and you are offered deactivation instead.
Use this only for users created by mistake, such as a bad invitation.
Erase
Erasing a user removes their personal data. This cannot be undone, and an audit entry records that it happened. What is removed depends on the kind of user:
- Customers: their tickets and messages are removed.
- Staff: their name is replaced with "Former user" on messages and history. Ticket content stays intact; only the staff member's identity is removed from it.
To erase a user, type ERASE to confirm. This confirmation step is required
so erasure cannot happen by accident.
Use erasure when someone has asked for their personal data to be removed and deactivation isn't enough.
User status
The users list shows each person's status — invited, active, deactivated, or locked — and their last sign-in time. A locked user has been temporarily blocked after repeated failed sign-in attempts; see Signing in for how lockout works.