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Our user management allows for a flexible control and organization of users, teams, and departments. This includes the creation of new users, assignment to teams, management of roles and permissions, and the configuration of individual skills. These functionalities ensure efficient usage of Enneo by clearly distributing tasks and optimizing workflows. They contribute to complying with security policies, as access rights can be managed and controlled individually. Simultaneously, they enable traceability of user activities, promote transparency, and support a 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 a name, email, and a role that regulates the user’s permissions and access.
  • The assignment of a team is optional. However, it facilitates management since properties like skills and channels need to be defined only once per team, and not every time a user is created. This minimizes potential errors, ensures clarity and efficient workflows.

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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
    • 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
    • Long-term absence: User is ill or on vacation, screen is locked, time tracking is deactivated
Further information on the topic of “status” can be found in the User-status section.
  • In addition, the own user profile manages the language settings of the user interface and the granting of a new password.
Administrators should ensure that permissions are reviewed regularly, especially for position changes or exits.

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Extended Absence

In the case of a prolonged absence of an employee, such as due to holiday or illness, an absence can be entered in the user administration. The autopilot ensures that responses to his most recently processed tickets are automatically assigned to other users. To make this visible, a new entry is created in the Advanced Settings → General → "Time Recording" section: 1. Record Basic Data
  • ID: absent
  • Label: Long-term absence
  • Long Label: Absent for an extended period
  • Description: Extended absence, e.g., vacation or sickness. 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
Interactions blockedON ✅
Automatic absence modeOFF
HiddenOFF
3. Save After creating the entry, a prolonged absence can be recorded in both the individual profile and in the user administration.