User Management
Users
Concept, creation and personal profile
Tip
Our user management enables 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 features ensure an efficient utilization of enneo, by clearly distributing tasks and optimizing workflows. They contribute to adherence to security policies as access rights are managed and controlled individually. At the same time, they enable traceability of user activities, promote transparency, and support a scalable management that flexibly adapts to the company's requirements.
Creation and Configuration
A new user is created under Settings → User Management → Users and Teams via "Add new user". Required fields are first name, last name, email and a role.
The user profile is divided into these sections:
- Public profile: name, email, phone number, a public alias and an optional employee number.
- Teams: assignment to one or more teams. If "Apply team routing and permissions" is enabled, the team settings apply instead of the settings in the profile.
- Routing:
- "Skills (tags)": topics for which the user receives tickets.
- "Limit ticket backlog access to specific tags": limits which tickets the user sees, see Backlog access restriction.
- "Automatically assign tags during autopilot routing": a ticket receives these tags when it is routed to the user.
- "Automatically assign tags during editing": a ticket receives these tags as soon as the user edits it.
- "Channels": channels through which the user receives tickets.
- Permissions: the "Role" and the "Data visibility", i.e. access to Analytics.
- Login: whether the user signs in only via SSO or also with a password, and, when creating the user, whether a welcome email is sent.
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.
Under "Danger zone", a user can be removed with "Delete account". Users cannot be deactivated.
Personal User Profile
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In the user menu, every user sets their current status under "Set status". By default, these statuses exist:
- Ticket Processing: The user is working on tickets; time tracking is running.
- Break: The user is on a break; the screen is locked.
- Support Mode: The user is, for example, in a meeting or supporting a colleague. The action buttons in the ticket are greyed out; the time does not count as processing time.
- Long Absent: The user is ill or on holiday, see Long Absences.
With the "Chats" and "Calls" switches in the same menu, the user sets whether they are available for chats and calls. The status names can be changed under
Settings → Advanced settings → General → Time Tracking.
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.
Info
Administrators should ensure permissions are checked regularly, especially in case of position changes or departures.
Long Absences
In case of a longer absence, such as vacation or illness, the user sets the status "Long Absent" in the user menu under "Set status".
As long as this status is active, the tickets assigned to them count as unassigned. Colleagues with matching skills can take them over, and Smart Routing distributes them to other users. The assignment itself remains in place.
Info
What matters is the status setting "Allow ticket delegation". The name and settings of every status can be adjusted under Settings → Advanced settings → General → Time Tracking.