Team Directory

Team Directory is where admins manage internal staff accounts. These are the people who log into the admin workspace, receive tickets, reply to customers, approve work, manage settings, or monitor operations.

What a User Account Affects

• Login: active users can sign in if they have valid credentials and pass security checks.
• Sidebar visibility: roles and permissions decide which menu items appear.
• Ticket assignment: agents can be suggested or selected as assignees.
• Notifications: assigned users and watchers receive alerts.
• Reports: scheduled reports can be sent to users with email addresses.
• Organization leadership: organizations can choose a lead, manager, backup lead, and QBR owner from users.

User Fields

User Statuses

Role vs Department vs Skills

Team Leads and Organization Leads

Team Directory creates the people. Organization pages decide which person is the account lead, backup lead, manager, or QBR owner for a customer organization. That is why a user may exist in Team Directory but not appear as a team lead on tickets until an organization chooses them as lead or backup lead.

Example: Create Nida Rahman in Team Directory, then open the customer organization and set Nida as Lead User. Tickets linked to that organization can then show Nida in the assignment guidance as the Team Lead.

Common Examples

Create a Normal Support Agent

1. Open Team Directory and click Add User.
2. Enter name, email, phone if needed, and department Support.
3. Set status to Active.
4. Choose role Agent.
5. Add support skills such as login, billing, or payroll.
6. Set a password that follows the active password policy.
7. Save the user.

Create a Lead for Customer Accounts

1. Create or edit the user in Team Directory.
2. Give the user the role and permissions needed for lead work, such as assignment and approval permissions.
3. Open the customer organization.
4. Select that user as Lead User, Backup Lead, or Manager.
5. When tickets are created for that organization, the assignment panel can show the lead and routing mode.

Create an Executive-Case Specialist

1. Create a senior staff user.
2. Assign the correct role.
3. Turn on Executive-case specialist.
4. Add skills such as executive, legal, or compliance.
5. Use sensitive ticket flags on tickets so the assignment engine has enough context.

Best Practices

• Do not give everyone the Admin role. Start with Agent and add only needed permissions.
• Use real email addresses for users who should receive notifications and reports.
• Keep skills short and consistent. Use payroll everywhere instead of mixing payroll, Payroll, and payroll suite for the same idea.
• Deactivate users who leave instead of deleting them immediately. Old tickets, replies, notes, and logs may still reference them.
• Use Roles & Permissions to change access; use Team Directory to assign those roles to people.

Delete Rules

User deletion may fail when tickets, notes, replies, assignments, or audit records still reference the account. That is intentional. For real staff departures, set the user to inactive or suspended, move open tickets to another user, and keep the history intact.

Permissions

Users need view users to open Team Directory, create users to add users, edit users to update them, delete users to delete them, and assign user roles to create or update role assignments.