Users

Creation and Configuration

A new user can be added in the User management → Users and Teams section.

• User profiles always include name, email, and a role, which regulates the user's permissions and access.

• The assignment of a team is optional. However, it simplifies management as properties such as skills and channels only have to be set once per team, and not with every creation of a user. This minimizes potential errors, ensures clarity, and efficient workflows.

Personal User Profile

• In one's own user profile, the status is set:
  • Ticket processing: User is working on a ticket; time tracking is active
  • Pause: Screen is locked, user is on break
  • Support: User is in a meeting, supporting a colleague, etc., action buttons in the ticket are greyed out, time tracking is deactivated
  • Long absence: User is ill or on holiday, screen is locked, time tracking is deactivated

More information on the topic of "status" can be found in the Users Status section.

• In addition to this, through the own user profile, the language settings of the interface, content translation, and the issuance of a new password can be managed.

Long Absences

In case of a long absence of a staff member, such as due to vacation or illness, an absence can be entered in the user management. The autopilot then ensures that responses to their last edited tickets are automatically assigned to other users.

For the display, a new entry is created in the Advanced Settings → General → "Time Recording" section:

1. Enter basic data

• ID: absent Example:
• Label: Long absence
• Long Label: Absent for an extended period
• Description: Extended absence, e.g., holiday or illness. During this time, own tickets are routed to colleagues.
• Icon: /icons/holiday.svg

2. Configuration

3. Save

After creation of the entry, a longer absence can be registered both in the own profile and in the user management.