Invite your team & assign roles

Support is a team sport. This guide covers inviting teammates and choosing the right role for each person.

Invite a teammate

1. Go to Admin → Agents.
2. Click Invite and enter the person's email address.
3. Choose their role (see below).
4. Send the invite, they'll get an email to set a password and join your workspace.

Roles explained

ADS Helpdesk uses role-based access so people only see what they need:

• Agent: handles tickets in the inboxes they're assigned to. The everyday front-line role.
• Supervisor: everything an agent can do, plus team dashboards and oversight.
• Manager: full operational and org-admin access, including settings, inboxes, automation, and billing.
• Admin (Org Admin): complete control over the workspace, including roles and integrations.

Note: Managers and admins both work from the same /admin workspace and can configure inboxes, automation, and integrations. Pick the lowest role that lets someone do their job.

Give access to the right inboxes

A role sets what someone can do; inbox membership sets which conversations they see. Add each agent to the relevant inboxes from Admin → Inboxes → (your inbox) → Agents, or during the inbox setup wizard.

Set availability

Agents receive routed tickets only while they're marked Online (via the avatar menu in the top bar). Encourage your team to set availability at the start of each shift.

Seat limits by plan

Each plan includes a number of agent seats: Starter includes 2, Pro includes 10, and Max is unlimited. See Plans & billing for the full breakdown.

What's next

• Set up SLAs, routing & handoff so work reaches the right person.
• Create macros & canned responses to keep replies consistent.