Team Management

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Manage who has access to your Tiketti organization and what they can do.

Roles

Tiketti includes four default roles:

Role	Description
Admin	Full access to everything, including settings and team management
Manager	Manage tickets, view reports, but cannot change org settings
Agent	Handle tickets, log time, manage contacts
Viewer	Read-only access to tickets and contacts

Role Permissions

Permission	Admin	Manager	Agent	Viewer
View tickets	✅	✅	✅	✅
Reply to tickets	✅	✅	✅	❌
Assign tickets	✅	✅	✅	❌
Delete tickets	✅	✅	❌	❌
Manage contacts	✅	✅	✅	❌
View reports	✅	✅	❌	❌
Manage labels	✅	✅	❌	❌
Manage mailboxes	✅	❌	❌	❌
Manage team	✅	❌	❌	❌
Org settings	✅	❌	❌	❌

Custom Roles

Create custom roles for specific needs:

Go to Settings → Roles
Click New Role
Name the role (e.g., “Senior Agent”)
Select permissions
Click Create

Go to Settings → Team
Click Invite Member
Enter their email address
Select a role
Click Send Invite

They’ll receive an email with a link to join.

Managing Pending Invitations

View and manage outstanding invites:

Go to Settings → Team
Click the Pending tab
Resend invites that haven’t been accepted
Revoke invites you want to cancel

Team Member Settings

Each team member has:

Setting	Description
Name	Display name in the app
Email	Login email and notifications
Role	Their permission level
Hourly Rate	Default billing rate
Active	Whether they can access the org

Setting Hourly Rates

Set a default hourly rate for team members:

Go to Settings → Team
Click on a team member
Set Hourly Rate
Click Save

This rate is used when logging time, unless overridden by a company rate.

Deactivating Members

Disable access without deleting:

Go to Settings → Team
Click on the member
Toggle Active to off
Click Save

They can no longer sign in, but their history is preserved.

Removing Members

Completely remove a team member:

Go to Settings → Team
Click the remove icon
Choose what to do with their assigned tickets
Confirm removal

Multi-Organization Access

Users can belong to multiple organizations:

Each org has separate roles and permissions
Switch orgs from the org selector dropdown
Notifications are per-organization

Activity Tracking

All team actions are logged:

Ticket status changes
Assignments
Messages sent
Time entries
Settings changes

View the audit log in Settings → Audit Log.

Best Practices

Role Assignment

Give minimum necessary permissions
Use Viewer role for stakeholders who just need visibility
Create custom roles for specific workflows

Team Organization

Assign a primary admin backup
Document who has which roles
Review access quarterly

Onboarding New Members

Create their account
Assign appropriate role
Add them to relevant saved views
Have them review documentation