Teams & Users

Users

Users are the people who access your Ensoras project. Each user is assigned a role that determines exactly what they can see and do.

Navigate to Project > Users in your project sidebar.

Inviting a User

1. Click Invite User
2. Enter the person's Email Address
3. Select a Role from your project's available roles
4. Click Send Invitation

An invitation email is sent to the address. If the email matches an existing Ensoras account, the user is added to your project when they accept. Otherwise, a new account is created for them and they complete setup through the invitation link.

Managing Users

The Users table shows each team member with their name, avatar, and role badge. You can:

• Edit a user's role by clicking on their row and selecting a different role
• Remove a user from the project using the "Remove from project" button on their edit page

You cannot change the Owner's role, and you cannot remove yourself from the project.

Roles & Permissions

Ensoras uses a granular permission system that lets you create custom roles with fine-tuned access control. Instead of fixed "Admin" and "Member" roles, you define exactly what each role can and cannot do.

Navigate to Project > Roles in your project sidebar.

Owner Role

The project creator is automatically the Owner. The Owner always has full access to everything and cannot be restricted. This role is not editable and does not appear in the Roles list.

Custom Roles

You can create as many custom roles as you need. Each role is a named set of permissions.

Creating a Role

1. Click New Role
2. Enter a Role Name (e.g., "Support Agent", "Team Lead", "Viewer")
3. Expand each permission group and check the permissions this role should have
4. Save

Permission Groups

Permissions are organized into collapsible groups. Each group has a base permission (typically "List" or "View") that acts as a prerequisite — if you uncheck it, all other permissions in that group are automatically removed.

Use the Select All / Deselect All toggle at the top of each group to quickly enable or disable all permissions in that group.

Example Roles

Here are some common role configurations to get started:

Editing a Role

1. Click on a role in the Roles list
2. Modify the role name or permissions
3. Save

Changes take effect immediately for all users assigned to that role.

Deleting a Role

You can delete a role from the edit page. A role cannot be deleted if users are still assigned to it — reassign those users to a different role first.

How Permissions Work

• Navigation visibility — Users only see sidebar items they have permission to access. If a user lacks the "List" permission for Workflows, the Workflows menu item is hidden.
• Page access — Attempting to visit a page without permission redirects the user to their first accessible page.
• Action gating — Individual actions like "Send Reply", "Close Ticket", or "Delete Workflow" are gated by their specific permissions. A user can view a ticket without being able to respond to it.
• Per-project scoping — A user can have different roles in different projects. Permissions are always scoped to the current project.

Teams

Teams let you group users together for ticket routing and assignment. When a ticket is assigned to a team, any member of that team can handle it.

Navigate to Project > Teams in your project sidebar.

Creating a Team

1. Click New Team
2. Enter a Team Name (e.g., "Billing Support")
3. Optionally add a Description
4. Toggle Active on
5. Select Team Members from your project's users
6. Save

Using Teams

Teams are used in several ways:

Ticket Assignment — In the ticket view, you can assign tickets to a team instead of an individual. Any team member can then pick up the ticket.

Workflow Actions — The "Assign Team" action automatically routes tickets to a team when a workflow triggers.

Inbox Filtering — Filter the Inbox by team to see only tickets assigned to a specific team.

Example Team Structure

Best Practices

Create roles that match your team structure — Define roles based on actual job functions. A "Support Agent" role that only has ticket-handling permissions keeps your workspace secure without slowing anyone down.

Start with fewer permissions and add more — It's easier to grant additional access than to realize someone had access they shouldn't have. Begin with minimal permissions and expand as needed.

Use Workflows for Routing — Instead of manually assigning tickets to teams, create workflows with Assign Team actions to automate routing based on the conversation topic.

Balance Team Sizes — Distribute team members so no single team is overloaded. Monitor the Dashboard to see ticket distribution across teams.

Review roles periodically — As your team grows and Ensoras adds new features, revisit your roles to make sure permissions are still appropriate.

Next, learn about Billing & Usage.