Our user management allows a flexible control and organization of users, teams and departments. It includes the creation of new users, assignment to teams, management of roles and permissions as well as the configuration of individual skills. These functions ensure an efficient use of Enneo by clearly distributing tasks and optimizing workflows. They contribute to compliance with security guidelines as access rights are managed and controlled individually. At the same time, they enable traceability of user activities, promote transparency, and support scalable management that flexibly adapts to company requirements.

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Creation and Configuration

A new user can be added in the User Management → Users and Teams area.
  • User profiles always include a name, e-mail and a role, which regulates the user’s permissions and access.
  • The assignment of a team is optional. However, it facilitates management, as properties such as skills and channels need to be defined only once per team, and not with each creation of a user. This minimises potential errors, ensures clarity and efficient workflows.

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Personal User Profile

  • In their own user profile the status is set:
    • Ticket processing: User is working on a ticket; time tracking is active
    • Break: Screen is locked, user is on a break
    • Support: User is in a meeting, supporting a colleague etc., action button in the ticket is greyed out, time tracking is disabled
    • Extended absence: User is sick or on vacation, screen is locked, time tracking is disabled
Further information on the topic of “status” can be found in the Users-Status section.
  • In addition, the language setting of the user interface and the assignment of a new password can be managed via the own user profile.
Administrators should ensure that permissions are regularly reviewed, particularly when positions change or users leave.

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Extended Absence

In the event of a user’s extended absence, such as due to vacation or illness, an absence can be recorded in user management. The autopilot then ensures that responses to their last processed tickets are automatically assigned to other users. For the activation, a new entry is created in the Advanced Settings → General → "Time recording" area: 1. Enter basic data
  • ID: absent
    Example:
  • Label: Extended Absence
  • Long Label: Absent for an extended period
  • Description: Extended absence, e.g. vacation or illness. During this time, tickets will be routed to colleagues.
  • Icon: /icons/holiday.svg
2. Configuration
SettingValue
Automatic Active ModeOFF
Include in Processing TimeOFF
Available for ChatsOFF
Available for CallsOFF
Block Writing ActionsOFF
Support ModeOFF
Block InteractionsON ✅
Automatic Away ModeOFF
HiddenOFF
3. Save After the entry is created, an extended absence can be recorded both in the own profile and in the user management.