Help Center
Users & Roles
Understand how roles work and how to manage your team.
Roles overview
- Create and manage projects
- Invite and remove users
- Change user roles
- Create, edit, and delete sprints
- Upload company branding
- Configure SMTP and ticket settings
- View all tickets across the company
- View and respond to all tickets in assigned projects
- Create and manage sprints (cannot delete)
- Assign tickets to sprints and set story points
- Add internal notes visible only to staff
- Create tickets
- View and comment on their own tickets only
- Cannot see sprint boards or internal notes
Inviting users
- Go to Manage Users in the sidebar (Admin only).
- Click + Invite User.
- Enter the user's email address and select their role (Agent or Customer).
- Click Send Invitation. An email is sent with a secure invitation link.
If the invitee already has an Issuely account they can log in and accept. Otherwise they register directly from the invitation link. Pending invitations are listed on the Manage Users page and can be cancelled at any time.
Changing a user's role
On the Manage Users page, find the user and click Change Role. Select the new role and click Save. The change takes effect immediately on their next page load.
Removing a user
Click Removenext to a user on the Manage Users page. This removes their access to your company's workspace. Their tickets and comments remain in the system.
SSO auto-provisioning
If you use SSO integration, users can be automatically created and added to a project when they sign in via your application — no manual invitation required.