Inviting your team

Who counts as an agent, how invitations work, and how to give somebody access without paying for a seat.

Agents and requesters

A billable agent is any active user whose role is something other than "requester". A requester can raise requests, track their own, read the knowledge base and use chat — and costs nothing, on every plan.

So the question for each person is simple: do they work the queue, or do they only ever ask? If it is the second, give them the requester role.

Sending an invitation

1. Settings → Users → Add user.
2. Enter their name, email address, a role and a starting password.
3. Open their page and press Send reset email: they get a link, valid for 60 minutes, to choose their own password.
4. Change their role or set them inactive from the same page at any time.

Provisioning a lot of people at once

If you have already imported your employee directory, use Employees → Provision all to give everybody requester access in one action. It skips anyone who already has a login, so running it twice is safe.

Removing somebody

Deactivate rather than delete: their tickets, replies and history stay attached to a real person instead of becoming anonymous. The seat frees up at your next renewal.