Effective user management is crucial for maintaining security, organizing workflows, and ensuring the right agents have access to the appropriate resources within ServiceAI. This guide covers how to manage users, assign roles, and set user permissions for optimal service desk operations.
Before you begin, you should know that ServiceAI's user management system operates on two primary concepts:
- User Management: Creating, configuring, and maintaining individual agent accounts
- Team Management: Organizing agents into groups for targeted access to specific clients or resources
This article will focus solely on User Management. For details on Team Management, please see this article.
General User Management
To access User Management features, you will need to access them via the Settings gear icon, then select the Team tab from Account Settings.
Read the sections below, broken down by intent and action, to learn how to manage users according to ServiceAI best practices.
Adding New Users
To create a new user in ServiceAI:
- Navigate to Account Settings > Team
- Click the + Add Team User button
- Choose whether to copy settings from an existing user (optional but recommended for consistency)
Copy Settings Option
The system first presents a Copy Settings from Existing User dialog that allows you to:
- Select an existing user to copy team assignments and module permissions
- Skip this step to create a user with default settings
- Save time by applying proven access configurations to new users
Required User Information
When creating a user, provide these essential details:
- Name: The user's display name within ServiceAI
- Email: Login credentials and communication address
- Role: Initial permission level (see Role Types below)
User Creation Confirmation
After creating a user, ServiceAI displays a confirmation dialog containing:
- The generated temporary password
- A copy button for easy password sharing
- Important: This password cannot be viewed again after closing the dialog
The new user will receive a welcome email from ServiceAI containing their login credentials and a temporary password that should be changed upon first login.
About Role Types
ServiceAI offers several predefined roles to help organize your users, including:
Owner
This role is for full system access and control. Owners:
- Can access and modify all ServiceAI features and settings
- Can create, manage, and assign teams (Enterprise feature)
- Can view all teams and cannot be restricted from any team visibility
- Can impersonate other non-Owner users for troubleshooting
This role is best suited for those setting up and managing ServiceAI at the highest level.
Admin
This role is for complete system access without team management. Admins:
- Can access and modify all ServiceAI features and settings
- Can view all teams and data across the system
- Can NOT create or manage team assignments
This role is best suited for secondary managers of the system who do not need complete control, such as assistant managers or co-admins who did not set up ServiceAI.
Editor
This role is for limited system access without management power. Editors:
- Can add and modify rules for companies and users
- Can make changes to non-administrative settings
- Cannot modify assigned teams and related data
- Cannot access system administration features (settings gear will be missing from their navbar)
This role is an operational role built for access for day-to-day work, such as the agent working in the field on tickets.
Viewer
This role is read-only access. Viewers:
- View all accessible data and reports
- Cannot make any modifications or changes to the system
- Cannot use AI Chat, rulesets, and more.
This role is best suited for those wanting to see the setup of ServiceAI with no ability to enact changes.
Note: Team management is an Enterprise feature.
Managing Existing Users
Once a user is created, you can change their settings and preferences at any time. Click on any user in the Team List grid to access their detailed management page, which includes:
User Details Section
View and modify basic user information:
- Name: User's display name
- Email: Login and contact information
- Role: Current permission level (highest level shown)
- Status: Active or Inactive account state
- Teams: Current team assignments
- Last Access: Most recent login date
Access Management Section
This critical area displays module-specific permissions for the selected user. Each ServiceAI module can be individually configured:
- Agents: Agent performance and management tools
- AI Analysis: Overall service desk AI analysis and insights functionality
- Articles: Knowledge base article management
- Companies: Company and client management
- Recommendations: AI-generated recommendations
- Settings: System settings and configuration
- Tickets: Ticket management and analysis
- Users: End user management capabilities
Each module can be set to:
- Owner: Full control over the module
- Admin: Administrative access
- Editor: Modification capabilities
- Viewer: Read-only access
- None: Module completely hidden from the agent's interface
User Management Actions
Authorized administrators can perform these actions on user accounts:
Edit User
- Modify name, email, and role assignments
- Change account status (active/inactive)
- Note: Inactive users cannot log into the system
Reset Password
- Generate a new temporary password for the user
- Useful for account recovery or security purposes
Impersonate User
- Open a new browser tab, logged in as the selected user
- Test and verify the user's access permissions
- Valuable for troubleshooting and validation
Delete User
- Use the red trashcan icon on a user in the Team List grid to remove a user entirely
Troubleshooting Common Issues
New User Email Not Received
- Verify email address accuracy during user creation
- Check spam/junk folders
- Provide users with manually created passwords to circumvent email issues
Permission Issues
- Use the impersonate function to verify actual user permissions
- Check both role-level and module-level access settings
- Ensure user is assigned to the appropriate teams
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