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Our user management offers a flexible control and organization of users, teams, and departments. It includes creating new users, assigning them to teams, managing roles and permissions, and configuring individual skills. These features ensure an efficient use of Enneo, distributing tasks clearly and optimizing workflows. They contribute to adherence to security policies as access rights are managed and controlled individually. Simultaneously, they enable the 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 section.
  • User profiles always include the name, email, and a role that governs the user’s permissions and access.
  • Assigning a team is optional. However, it simplifies management, as properties like skills and channels only need to be defined once per team, and not for each user created. This minimizes potential errors, ensures clarity, and efficient workflows.

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Personal user profile

  • In their own user profile, users can set their status:
    • Ticket handling: User is working on a ticket; time tracking is active
    • Break: Screen is locked, user is taking a break
    • Support: User is in a meeting, supporting a colleague, etc., action buttons in the ticket are grayed out, time tracking is deactivated
    • Longer absence: User is sick or on vacation, screen is locked, time tracking is deactivated
    Further information on the topic of “status” can be found in the Users Status section.
  • Through their own user profile, they can manage the language setting of the user interface and the assignment of a new password.
Administrators should ensure that permissions are regularly reviewed, especially when there are job changes or departures.

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Longer Absence

In case of a longer absence of an employee, such as due to vacation or sickness, an absence can be recorded in the user management. The autopilot then ensures that responses to his last handled tickets are automatically assigned to other users. For the display, a new entry is created in the Advanced Settings → General → "Time Tracking" section: 1. Enter basic data
  • ID: absent
    Example:
  • Label: Longer absent
  • Long Label: Absent for an extended period
  • Description: Longer absence, e.g., vacation or illness. During this time, own tickets are 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
Blocked InteractionsON ✅
Automatic Absence ModeOFF
HiddenOFF
3. Save After creating the entry, a longer absence can be recorded both in the own profile and in the user management.