Manage Users

Users are all persons who have access to your SimpKo instance, for example your agents, who handle and resolve tickets created by your customers.

Registered users are displayed in the User Overview under Settings >> User Management >> Users. This overview shows not only the registered user details, whether a user has been verified and whether the user account is locked or not:

• Verified are users who have confirmed the activation link sent to them by e-mail.
• Locked are users whose account has been suspended due to unsuccessful login attempts.

Topics of this article:
Add User, Edit existing User
Delete User
Remove User/Agent from Tickets, Assign Tickets to another User/Agent

Add User, Edit existing User

Go to Settings >> User Management >> Users.

• Add user: Click on "New User".
  Edit existing user: Click in the line of the user to be edited or click on the edit icon ().

• The buttons Re-assign Tickets and Reset Password are available for existing users.
  Re-assign Tickets: With this function an agent can be removed from all tickets or all tickets assigned to this agent can be assigned to a new agent.
  Reset Password: This enables locked user accounts to be manually unlocked, in the course of which the user receives an e-mail notification for account recovery.

• Available Form fields:

  Username: Enter the users's e-mail address.
  Firstname
  Lastname
  Roles: Assignment of the desired role(s) for the user. User's permission will be according to the role assigned. The assigned roles only take effect after the user has logged in again.
  For more information on roles, see Roles and Permissions.

  Groups: By assigning a group, the user can view/edit tickets that are in the assigned group.

  Note: All tickets are visible to users who do not belong to any group. More information about groups can be found here.

  When selecting groups with subgroups, the users automatically have access to all tickets of the subgroups. In order to allow a user only access to tickets of certain subgroups of a main group, these subgroups must be assigned individually.

  For example, the user is assigned the 'Sales' group, which includes the 'Customer Service' subgroup, so the user has access to tickets from these two groups. However, if only tickets from the 'Customer Service' subgroup are to be displayed to the user, only this subgroup may be assigned to the user.

  Active: For a user to be able to log in, the user profile must be activated.

• After creating/editing click on Save.

  Note: In the course of the creation and activation of a user account, the user receives an account invite e-mail with the activation link.

Delete User

Note: If tickets are assigned to a user, this user cannot be deleted. Before users can be deleted, either the assigned tickets must be removed by the user or the tickets must be assigned to another user - see Remove User/Agent from Tickets, Assign Tickets to another User/Agent.

Go to Settings >> User Management >> Users.

• To delete a desired user, click on the delete icon () and then on Yes, Delete to confirm the deletion process.

Deleting users is irreversible. Once deleted, users cannot be restored.

Remove User/Agent from Tickets, Assign Tickets to another User/Agent

• Go to Settings >> User Management >> Users.
• Click in the line of the desired user or click on the edit icon ().
• In the toolbar, click Re-assign Tickets.
• In the dialog box that appears, choose whether to remove the user/agent from the tickets, or select a user/agent to re-assign to tickets to from the drop-down list.
• Click on Execute.