User Management
Comprehensive guide to managing users, roles, and permissions in your Loopdesk helpdesk system.
User Types Overview
Customers
End users who submit tickets
Capabilities
- Submit support tickets via web portal or email
- View ticket history and status
- Access knowledge base and FAQ
- Rate agent responses
Restrictions
- Cannot see other customers' tickets
- Cannot access admin areas
- Cannot modify priorities
Account Information
• Personal Details & Organization
• Account Status & Preferences
• Custom Fields & Ticket History
Agents
Support staff who handle tickets
Capabilities
- View and respond to assigned tickets
- Create tickets for customers
- Use internal notes for team communication
- Generate basic activity reports
Restrictions
- Limited to assigned departments
- Cannot access admin functions
- Cannot access billing information
Agent Features
• Personal Dashboard & Quick Actions
• Templates & Time Tracking
• Performance Metrics
Administrators
Full system access
Capabilities
- Complete system configuration
- User and role management
- Advanced reporting and analytics
- Security and permission management
Responsibilities
- System security and data protection
- Performance monitoring
- Policy enforcement
Security Note
Administrator access should be limited to essential personnel and regularly audited.
Creating User Accounts
Adding New Customers
From Admin Panel
1
Navigate to Admin Panel
Admin → Users → Customers → Add New
2
Required Information
- • First Name and Last Name
- • Email Address (must be unique)
- • Phone Number (optional)
- • Organization/Company
3
Account Preferences
- • Language & Timezone
- • Notification Preferences
- • Account Status
4
Advanced Settings
- • Custom Fields & Department
- • Tags & Internal Notes
Bulk Customer Import
1
Download CSV template
2
Fill template with customer data
3
Upload and map columns
4
Review and confirm import
first_name,last_name,email,company,phone,department
John,Smith,[email protected],Acme Corp,555-1234,IT
Jane,Doe,[email protected],Acme Corp,555-5678,HR
Adding Agents
Agent Account Creation
Basic Information
- • Full Name & Email
- • Username & Temporary Password
Role & Department
- • Primary & Additional Departments
- • Role: Agent, Senior Agent, Supervisor
- • Specific Permissions
Configuration
- • Email Signature & Working Hours
- • Skills & Specializations
- • Reporting Structure
Onboarding Checklist
Administrator Accounts
Creating Admin Users
1
Navigate to Admin → Users → Administrators
2
Enter standard user information
3
Select "Administrator" role
Admin Privileges
- • Full System Access
- • User Management Only
- • Configuration Settings
- • Reports & Analytics
- • Security & Audit Logs
Security Considerations
- Use strong password requirements
- Enable two-factor authentication
- Limit admin accounts to necessary personnel
- Regular access reviews and audits
- Document admin access changes
Important
Administrator privileges should be granted carefully and reviewed regularly for security compliance.
User Roles & Permissions
Default Role Structure
Customer Role
- Submit and view own tickets
- Access customer portal
- Use knowledge base
- Download attachments from own tickets
- Update personal profile
Agent Role
- View tickets in assigned departments
- Respond to tickets and add notes
- Create tickets for customers
- Access basic reporting
- Use agent dashboard
Senior Agent
- All agent permissions
- Assign tickets to other agents
- Access advanced ticket features
- Mentor junior agents
- Handle escalated issues
Supervisor
- All senior agent permissions
- Manage department agents
- Access department analytics
- Approve special requests
- Handle complex escalations
Administrator
- Complete system access
- User and role management
- System configuration
- Security management
- All reporting capabilities
Custom Role Creation
Creating Custom Roles
Basic Setup
1
Navigate to Role Management
Admin → Users → Roles → Add New
2
Enter Role Details
- • Role Name: Descriptive name
- • Description: Purpose and scope
- • Department Scope: Global or specific
3
Configure Permissions
Set permissions by category
Ticket Permissions
- View tickets: Own, department, or all
- Create tickets: For self or customers
- Edit tickets: Own, assigned, or all
- Delete tickets: None, own, or all
- Change status: Limited or full
- Assign tickets: Within dept or globally
User Permissions
- View users: Limited or full
- Create users: Customers only or all types
- Edit users: Limited fields or full access
- Delete users: None or specific types
System Permissions
- Access admin panel: Yes/No
- Modify settings: None, limited, or full
- View reports: Own performance or all data
- Manage knowledge base: Read-only or edit
Permission Matrix Example
Permission Inheritance
- • Roles can inherit from parent roles
- • Custom permissions override inherited ones
- • Changes to parent roles affect child roles
- • Audit trail tracks permission changes
| Feature | Customer | Agent | Senior Agent | Supervisor | Admin |
|---|---|---|---|---|---|
| View Own Tickets | ✓ | ✓ | ✓ | ✓ | ✓ |
| View All Tickets | ✗ | Dept Only | Dept Only | Dept Only | ✓ |
| Create Tickets | Own Only | ✓ | ✓ | ✓ | ✓ |
| Assign Tickets | ✗ | Limited | ✓ | ✓ | ✓ |
| Delete Tickets | ✗ | ✗ | Own Only | ✓ | ✓ |
| Manage Users | ✗ | ✗ | ✗ | Dept Only | ✓ |
| System Settings | ✗ | ✗ | ✗ | ✗ | ✓ |
Departments
Department Structure
Purpose of Departments
- Organize Agents: Group by expertise or function
- Route Tickets: Automatic assignment to appropriate teams
- Manage Workload: Balance tickets across teams
- Reporting: Department-specific analytics
- Access Control: Limit visibility to relevant tickets
Common Department Examples
Technical Support
Software and hardware issues
Billing
Payment and account questions
Sales
Pre-sales inquiries and demos
Human Resources
Employee-related support
IT Support
Internal technology support
Creating Departments
Department Setup Process
1
Navigate to Department Settings
Admin → Settings → Departments → Add New
2
Basic Information
- • Department Name: Clear, descriptive name
- • Description: Purpose and scope
- • Email Address: [email protected]
- • Display Order: Position in lists
3
Configuration Options
- • Public: Visible to customers in portal
- • Auto Assignment: Enable automatic routing
- • Manager: Department supervisor
- • SLA: Service level agreement settings
4
Email Integration
- • Incoming Email: Monitor specific address
- • Outgoing Signature: Department-specific
- • Auto-Reply: Acknowledgment message
Department Hierarchies
Some organizations use nested departments:
Technical Support
Level 1 Support (Basic issues)
Level 2 Support (Advanced issues)
Level 3 Support (Escalations)
Customer Service
Pre-Sales
Post-Sales
Billing Support
Department Management
Assigning Agents
Navigation:
Admin → Users → Agents → [Agent Name]
Primary Department: Main assignment
Additional Departments: Cross-training
Access Level: View only or full access
Manager Status: Department supervisor role
Department Permissions
- View Tickets: See all department tickets
- Create Tickets: In department name
- Assign Tickets: Within department
- Transfer Tickets: To other departments
- Manage Agents: Add/remove members
Department Metrics
- Ticket Volume: Number of tickets by time period
- Response Times: Average first response
- Resolution Times: Average resolution time
- Agent Performance: Individual metrics
- Customer Satisfaction: Department ratings
Best Practice
Start with a simple department structure and expand as your organization grows. Well-organized departments improve ticket routing, agent efficiency, and customer satisfaction.
User Profile Management
Customer Profile Information
Personal Information
- Contact Details: Name, email, phone, address
- Organization: Company, department, title
- Communication: Preferred contact method and language
- Account Status: Active, inactive, suspended, or banned
Preferences & Settings
- Notifications: Email frequency and types
- Interface: Language and timezone
- Privacy: Data sharing preferences
- Custom Fields: Organization-specific information
Account History
- Ticket History: All submitted tickets and responses
- Login Activity: Recent access and session information
- Communication Log: All interactions with support team
- Satisfaction Ratings: Feedback and survey responses
Agent Profile Configuration
Professional Information
- Contact Information: Work email, phone, extension
- Department Assignments: Primary and secondary departments
- Specializations: Areas of expertise and skills
- Certifications: Professional qualifications
Work Configuration
- Signature: Email signature for customer communications
- Working Hours: Availability schedule and timezone
- Vacation Calendar: Time off and unavailable periods
- Performance Goals: Targets and objectives
System Settings
- Dashboard Layout: Personal dashboard configuration
- Notification Preferences: Alert settings and frequency
- Quick Actions: Customized shortcuts
- Default Settings: Ticket views and filters
Bulk User Operations
Bulk Profile Updates
Navigation:
Admin → Users → Bulk Operations
Select users by:
- • Manual selection from list
- • Department membership
- • Role assignment
- • Last login date
- • Account status
Bulk actions:
- • Update department assignments
- • Change role permissions
- • Modify account status
- • Send notifications
- • Export user data
Data Import/Export
Export Formats:
- • CSV Format: Basic user information
- • Excel Format: Detailed data with custom fields
- • PDF Reports: Formatted user directory
- • API Export: JSON format for integrations
Import Process:
- • Template Download: Get properly formatted template
- • Field Mapping: Map CSV columns to user fields
- • Validation: Check for errors before import
- • Preview: Review changes before committing
- • Import Log: Track successful and failed imports
User Management Quick Actions
Daily Tasks
- Review new user requests
- Process role changes
- Check suspended accounts
- Update department assignments
Weekly Tasks
- Audit user permissions
- Review inactive accounts
- Update agent specializations
- Process bulk changes
Monthly Tasks
- Security access review
- Clean up old accounts
- Update organization structure
- Performance evaluations