Team Management

Overview

Core's Team Management features help you organize your technical staff, control access permissions, track skills, and monitor workload distribution across your team.

Adding Team Members

Inviting New Users

1. Navigate to Settings > Team
2. Click Invite Team Member
3. Enter their email address
4. Select their initial role
5. Click Send Invitation

The new team member will receive an email invitation to join your workspace.

User Roles

Core includes several built-in roles with different permission levels:

Custom Permissions

Roles grant access to specific permissions. Each permission controls a specific action:

• tickets:read - View tickets
• tickets:create - Create new tickets
• tickets:update - Edit ticket details
• tickets:delete - Remove tickets
• customers:read - View customer information
• customers:manage - Create and edit customers
• reports:view - Access reporting features
• settings:manage - Modify workspace settings

See Permissions & Roles for the complete permissions list.

Team Member Profiles

Technician Profiles

Team members with the Technician role (or higher) can have detailed profiles:

• 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
• Skills: Technical competencies for routing
• Availability: Work schedule and time off

Skill Tracking

Assign skills to technicians for intelligent ticket routing:

1. Go to Settings > Skills
2. Create skill categories (e.g., "Networking", "Security", "Cloud")
3. Add specific skills within categories
4. Assign skills to technicians with proficiency levels

Skills can be used in automation rules to route tickets to appropriately skilled team members.

Workload Management

Viewing Team Workload

The Team view shows current workload distribution:

• Open tickets per technician
• Tickets by status
• Average resolution time
• Utilization metrics

Assignment Rules

Configure how tickets are assigned:

• Manual assignment: Dispatchers assign tickets explicitly
• Round-robin: Distribute evenly among available technicians
• Skill-based: Route to technicians with matching skills
• Workload-based: Assign to technicians with lower ticket counts

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

Access reports from Reports > Team Performance.

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

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 Team Members

Updating Roles

To change a team member's role:

1. Go to Settings > Team
2. Click on the team member
3. Select Edit Role
4. Choose the new role
5. Save changes

Role changes take effect immediately.

Suspending Users

When team members leave:

1. Go to Settings > Team
2. Click on the team member
3. Select Suspend Account
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 suspended user removed.
6. Type their name to confirm and suspend

Suspended users cannot log in. Their historical time entries, assets, and activity logs are preserved. If a suspended 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. In the Sensitive Information card, open the viewers list for a field
2. Pick the user to grant access to
3. They can now read that field until you revoke the grant

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

Best Practices

• Use appropriate roles: Assign the minimum permissions needed for each role
• Keep profiles updated: Accurate skills and availability improve routing
• Review workload regularly: Prevent burnout by balancing assignments
• Track performance trends: Use reports to identify training needs
• Offboard promptly: Deactivate departing team members immediately

See also

• Permissions & Roles
• Managing Tickets
• Reports