Members and seats

Invite agents, give them a role, deactivate or remove them, and hand over ownership of the workspace.

Workspace → Members

Members are the people on your team who sign in and work tickets. You invite them by email and give each one a role. The people who raise tickets, the requesters (your workspace may call them customers or employees), are not members and are never invited here.

Open Members

Choose Members in the sidebar (or press G then M). By default Owners and Admins see it. The header shows how many members are total, active and pending; search and the filters narrow the list by role and by status.

Invite someone

Choose Invite member.
Enter their Email address and choose a Role.
For a Guest, also tick the Projects they can see: at least one.
Choose Send invite.

The invitation is emailed with a link to choose a password and join, and the link is shown so you can copy it. If your workspace has no mail provider set up, you are told nothing was sent: pass the link on yourself. Links expire after 7 days.

Waiting invitations are listed under Pending invitations, where you can send one again (with a fresh 7-day link, and the old one stops working) or revoke it. Owners and Admins are notified when someone joins.

Roles

Every member has one workspace role. The standard ones are:

Owner: everything, including billing. Only an Owner can make someone else an Owner.
Admin: members, projects, workflows and most settings.
Member: views and works tickets in the projects they can see.
Approver: everything a Member can do, plus deciding on approval steps assigned to them.
Auditor: read-only across the workspace, for compliance and review.
Guest: someone outside your organization who sees only the projects you choose.

To change someone's role, select them in the list and pick a new one under Role. The built-in roles cannot be edited; admins can create roles of their own for a variation: see Roles.

Seats

Your plan may limit how many members a workspace can have. Active members and pending invitations both count, so an unanswered invitation holds a seat until it is accepted, revoked or expires. When the workspace is full, inviting is refused until you remove someone or revoke an invitation. Owners and Admins can see seats used in Settings → Billing.

Requesters never use a seat, however many there are or however they raise tickets.

Deactivate or remove a member

Open a member's menu (or select them) and choose:

Deactivate (Deactivate account in the details panel): they can no longer sign in to this workspace, but their membership is kept so you can Reactivate them later.
Remove from workspace: they lose access to every project immediately and are taken off every project team. To come back they need a new invitation.

Either way their tickets, comments and history stay, and tickets assigned to them stay assigned until someone reassigns them. Both options free their seat.

The menu also offers Send password reset, which emails them a one-time link that expires in an hour. It helps someone who is locked out; their current password keeps working until they use the link.

Transfer ownership

A workspace always has at least one active Owner: the last Owner cannot be deactivated, removed or given another role. To hand over:

As an Owner, select yourself (or the outgoing Owner) and choose transfer to reassign beside the Owner role.
Pick the New owner from the active members.
Choose the outgoing Owner's new role, then Transfer ownership.

Both changes happen together, so the workspace is never left without an Owner.