Team Management

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:

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

Tip

Custom roles are useful for tiered support teams or external contractors who need limited access.

Inviting Team Members

By Email

1. Go to Settings → Team
2. Click Invite Member
3. Enter their email address
4. Select a role
5. Click Send Invite

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

Create Directly

Create an account for them:

1. Go to Settings → Team
2. Click Add Member
3. Enter name, email, password
4. Select a role
5. Click Create

Share the credentials with them securely.

Managing Pending Invitations

View and manage outstanding invites:

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

Note

Invitations expire after 7 days. Resend to generate a fresh link.

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:

1. Go to Settings → Team
2. Click on a team member
3. Set Hourly Rate
4. Click Save

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

Deactivating Members

Disable access without deleting:

1. Go to Settings → Team
2. Click on the member
3. Toggle Active to off
4. Click Save

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

Removing Members

Completely remove a team member:

1. Go to Settings → Team
2. Click the remove icon
3. Choose what to do with their assigned tickets
4. Confirm removal

Caution

Removed members lose access immediately. Reassign their tickets first.

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

1. Create their account
2. Assign appropriate role
3. Add them to relevant saved views
4. Have them review documentation

Next Steps

• Set up billing rates
• Configure organization settings