User Management

Manage your team members and their access levels within the HelpDesk system.

User Roles

Admin

• Full system access
• Can manage all users and settings
• Access to all tickets and reports

Agent

• Can handle assigned tickets
• Access to customer information
• Limited administrative functions

User

• Can create and view their own tickets
• Access to knowledge base
• Limited to their own account

Adding New Users

1. Go to Users > Add New User
2. Fill in user details:
   • Name and email
   • Username and password
   • Role assignment
   • Department assignment
3. Send invitation email

Managing User Permissions

Department Access

• Assign users to specific departments
• Control ticket visibility by department
• Set department-specific permissions

Ticket Permissions

• View all tickets
• View assigned tickets only
• Create and edit tickets
• Delete tickets

User Settings

Profile Management

• Update personal information
• Change password
• Set notification preferences
• Configure timezone

Activity Monitoring

• View user login history
• Track ticket activity
• Monitor response times

Best Practices

• Use strong passwords
• Regularly review user access
• Remove inactive users
• Train users on system features