Edit User

An Administrator can edit a user on this page (or a user can edit their own profile): change their username, first/last names, email, phone, change their password etc.

You can also enable/disable email notifications for a user, and (if a user is a technician) enable/disable "new ticket" notifications sent to technicians.

A user can have multiple email addresses assigned to them, used for inbound email to assign an incoming ticket to the correct user-account when an email comes in.

You can mark a user "out of office", which will display a small "away" icon in user profile, the user-info popup and in the "agents" drop-down list when someone tries to assign a ticket to the user.

You can also override the system-default language for the user or override the system-default timezone.

User Roles

There are four user roles in SalesRep App:

• Regular user — Creates tickets and expects support.
• Technician — A tech support person who helps users with their tickets, they can see all tickets from all users in their permitted categories.
• Administrator — Can do everything.
• Manager — Can see other people's tickets, but only within the same company.

An Administrator can edit user's role:

• To make a user an admin — simply tick the "Is Administrator" checkbox.
• To make a user a technician — grant the user permission to one or more categories.
• To make a user a manager — simply tick the "Manager" checkbox.

Avatars

Users can upload their own avatar images, if avatars are enabled. The avatar image should be 100x100 pixels and 50KB max. If users don't upload custom avatar images, the app will try to obtain the image from Gravatar using user's email address.

Welcome Email

A welcome email is sent to a newly created user by default. This email contains their login and password as well as instructions on how to login. You can customize the welcome email content in Email Settings. Uncheck the checkbox if you want to create a user without notifying them.

Merging Users

There's a "merge" button at the bottom. When you merge one user into another, the former user is deleted and all their tickets, files, replies are moved into the latter user. The former user's email is also added as a "secondary email" of the latter.

Agent Settings

For agents, there are special fields to edit "signature" and "greeting" that are added to outgoing messages. You can insert #FirstName# and #LastName# tags in your greeting, like "Dear #FirstName#, thanks for contacting us".