Managing Users via Admin Settings¶

To manage users via UI under Manage > Users, you need to have the admin.user permission. See Reference Guide: User Details for help with the individual user attributes.

Creating and editing users

Screenshot shows the user management overview.

Click the New User button to open the New User dialog, or click on an existing user to edit.

Deleting users

Screenshot shows user deletion via action menu.

Use the ⋮ menu in the Action column to open the Delete User dialog.

Warning

Deleting a customer destroys all their associated tickets!

To learn more, check out the Data Privacy section.

Filtering the user list

Screenshot shows selected role and search term in user management.

Use the Search for users bar and the Roles tabs to filter the list. You may search by name, email, or any other user attribute.

Unlock locked user accounts

Screenshot shows locked user indicator and context menu to unlock the account.

Use the ⋮ menu in the Action column to unlock accounts after too many failed logins. Locked accounts are indicated with a lock icon on the left side.

Taking over a user’s session

Screenshot shows menu with "View from user's perspective" option.

Use the ⋮ menu in the Action column to View from user’s perspective.

This button allows you to “hijack” another user’s session and confirm firsthand what they can and can’t do (or see) when they’re logged in.

This is especially useful when you need to verify that you’ve set up custom permissions correctly for non-admin users.

When finished, use the Back to my view ✕ button at the top of the page. If you try to exit by logging out, the “hijacked” user session will be restored when you log back in.

Screenshot shows the view of another user's account.

Danger

With great power comes great responsibility.

This feature is not a simulation; entering this mode will boot the user from their session and any actions you take like responding to tickets, changing passwords or logging hours worked will actually be performed from the user’s account. On the other hand, if the user logs back in, you’ll be booted, too.

Manage Two-Factor Authentication

Use the ⋮ menu in the Action column to remove a user’s configured two-factor method.

Screenshot shows dialog to delete a user's 2FA method.

It’s possible to remove a single or all of the user’s configured methods, if they lose access. They can then set it up again by themselves via Avatar > Profile > Password & Authentication.