Team Management

Overview

Use Settings > Members for invitations and company access, Team members for staff profiles, and Teams for team rosters and member dashboards.

Adding Team Members

Inviting New Users

1. Open Settings > Members.
2. Under Invite Workspace Members, enter the email address and name.
3. Choose a workspace role and timezone, and optionally a team.
4. Choose company access when available. Administrative roles retain all-company access.
5. Select Invite.

The new team member will receive an email invitation to join your workspace. When you invite someone as an Owner, Super Admin, or Admin, or resend that invitation, your workspace's other administrators receive a security alert email. See Admin access alerts. Pending invitees appear in normal team and resource tools while they wait to accept.

Choose a built-in workspace role that fits the person's work. Billing roles are available for staff who need billing access. For the role list, exact permission views, and company restrictions, see Permissions & Roles.

Pending invitations have Resend and delete controls on the Members page. Check the email address before resending. You can resend an invitation only when its role is at or below your own, so a Manager can't resend an Admin invitation. Only Owners can resend Owner or Super Admin invitations.

Team Member Profiles

Technician Profiles

Staff profiles include:

• Display name: How they appear in the system
• Email: Primary contact email
• Phone: Contact number for escalations
• Profile photo: Shown across team views, ticket assignments, mentions, and customer notifications
• Hire date: The later of the original and latest hire dates is shown as Hired on profiles, team lists, and member cards. Admins can set Latest hire date in the profile editor for a returning employee, including a future return. The member dashboard shows Starts for an upcoming hire. Historical reporting keeps the original hire date. When neither date is on file, these places show the invite or account date labeled Invited.
• Availability: Work schedule and time off

Workload and availability

Open a team or member dashboard to review assigned tickets and recent activity. Pending invitees appear in normal staff and resource tools, so you can plan ownership before they join.

Use Operations for planned hours and capacity, Dispatch for onsite visits, and Calendar for availability. Ticket automation rules can assign incoming work; see Automations.

Performance Tracking

Team Reports

Generate reports on team performance:

• Resolution metrics: Average time to resolve by technician
• Volume metrics: Tickets handled per period
• SLA compliance: Meeting response and resolution targets
• Customer satisfaction: Feedback scores by technician

Open Reports > Custom Report Builder and select the Team Performance block, or use the SLA report for compliance.

Team Member Dashboard

Managers can view a dedicated dashboard for each team member by navigating to Teams and clicking on a member. The dashboard shows:

• Current tickets — All open tickets assigned to this person, filterable by regular vs recurring
• Time tracking — Hours logged today and this week, with billable breakdown
• Recently closed tickets — Tickets completed in the last 30 days, with regular/recurring split
• Performance overview — Lifetime tickets closed, average tickets per weekday, survey rating, KB articles authored, and checklists built
• Survey results — Customer satisfaction ratings linked to this person's tickets
• Goals — Current active goals and progress
• Assigned assets — Equipment and devices assigned to this person
• Upcoming availability — Scheduled OOO, vacation, and on-call periods
• Tenure — Time since the hire date. When no hire date is on file, the card shows the invite date and says there is no hire date on file

Default Team

Every organization has a default team that all internal staff automatically join. This ensures the Teams feature is always available without manual setup. The default team cannot be deleted but can be renamed.

Managing a Team's Roster

Open Teams, choose a team, and select Manage members beside its active roster. Authorized team leads, team managers, and administrators can search existing staff, add them as a Member, Lead, or Manager, change team roles, and remove people without leaving the team page. These are team-specific roles; reporting-manager relationships are managed from each person's profile.

Reporting Managers

Each staff profile has a Reporting manager field for the organization-wide direct-report relationship. Workspace owners and admins set this independently of team membership roles. A reporting manager can see a direct report's profile, availability, and project resourcing across teams, but does not automatically gain private-team membership or team configuration authority. Offboarding reassigns or clears direct reports before the departing manager is suspended.

Managing Team Members

Updating Roles

Open the member's profile or team dashboard, find Role & Permissions, choose the new role, and select Update Role. Available role changes depend on your administrative access. Pending invitees can be updated before they accept. Promoting someone to Owner, Super Admin, or Admin emails the same security alert to your workspace's other administrators.

Experimental Access

Owners can enable experimental pages for a specific team member from that person's profile or from the Role & Permissions section on that person's team dashboard. Use this when a manager or technician needs access to an experimental workspace before it is available to everyone. The team member may need to refresh or sign back in before the new access appears.

Suspending Users

When team members leave:

1. Go to Settings > Members
2. Find the team member
3. Select Terminate
4. Review the off-boarding dialog that lists their active assignments:
   • Primary and Secondary technician on companies
   • Account manager on companies
   • Open tickets
   • Projects where they're manager or member
   • Recurring ticket rules where they're the default assignee or an internal follower
   • Future out-of-office, vacation, and on-call blocks
   • Running timers (always stopped automatically)
5. For each category, pick a team member to take it over or leave it empty to clear the assignment. Recurring rule follower lists just have the departing user removed.
6. When replacing a Project Manager:
   • A replacement with one eligible operating unit is assigned to every affected project automatically.
   • A replacement with several eligible operating units requires an explicit unit choice for each project.
   • A replacement with no eligible operating unit cannot be selected until their operating-unit assignment is corrected.
7. Type their name to confirm and terminate

Terminated users cannot log in. Their historical time entries, assets, and activity logs are preserved. Project Manager and operating-unit changes are validated together before access is suspended, so stale or incomplete routing choices stop the termination safely. If a terminated user is still showing as Primary or Secondary on a company, you can open Edit on that company and remove them directly — they'll appear as a selected chip you can clear. As a safety net, any ticket auto-created from a recurring rule that still references a suspended user is created unassigned (and the suspended user is dropped from the follower list), so they never receive new work after their account is closed.

Sensitive Employee Information

Some fields — salary, date of birth, and other restricted data — are gated behind a separate permission and visible only to Owner-role accounts by default.

Who can see sensitive data

• Owners see the Sensitive Information section on every team member dashboard, with full read/write access.
• Other roles see nothing unless the Owner has explicitly granted them access to a specific field.
• Grants are field-scoped (e.g. grant "salary" access to your HR lead) and can be revoked at any time.

Managing a team member's sensitive fields

1. Open the team member's dashboard
2. Expand the Sensitive Information card
3. Add, edit, or delete fields (salary, date of birth)
4. Changes take effect immediately and are audited

Granting access

1. Open Financials > Settings > Team
2. In Salary access, pick the staff member who should receive access
3. Choose All salaries or Selected people
4. Add the salary rows they may view
5. Click Grant salary access

Granted access never escalates to other fields or other employees — each grant is specific to one field.

See also

• Permissions & Roles
• Managing Tickets
• Reports