Team roles and access control
Updated Oct 23, 2026
Every person in your workspace has one role: Owner, Admin or
Member. The role alone decides what they can do. There are no per-store
or per-channel permissions: every member sees and works every ticket in the
workspace, whichever store or channel it came from.
What each role can do
| Role | Tickets and customers | Workspace setup |
|---|---|---|
| Owner | See and work every ticket | Everything, and the owner-only acts |
| Admin | See and work every ticket | Everything except the owner-only |
| Member | See and work every ticket | Their own profile and notifications |
"Work a ticket" means reply, add internal notes, change status and priority,
and assign it.
Workspace setup is what owners and admins manage: the AI, Channels,
Integrations, Data, Team and Billing tabs in Settings, and
the Review Queue, Macros, Reporting, Automations, Custom
Fields and Custom Endpoints pages. A member's Settings shows the
General and Notifications tabs.
Owner-only: a workspace has one owner. Only the owner can delete the
workspace or make someone else the owner.
Invite a teammate
- Go to Settings → Team and click Invite Member.
- Enter their Email address, pick a Role (Admin or Member) and send.
They get an email with a link to accept or decline. Until they accept they
have no access, and the team list shows them as Pending; you can send the
invitation again or remove it from there.
Every row on the team list, a pending invitation included, takes a seat. The
Free plan has 2 seats, Starter 5 and Pro unlimited (see Plans and pricing).
Invite Member is unavailable while the workspace is at its seat limit.
Change a role
On Settings → Team, owners and admins pick a new role from the member's
Role menu. Moving someone from Admin to Member also revokes the API
tokens and AI-tool connections (such as Claude) they created, because only
admins may connect those to the workspace.
The owner's row has no menu. To hand the workspace to someone else, the owner
clicks Make owner on a member who has joined and types that person's name
(or email) to confirm. They become the owner and you become an admin.
Hold a teammate's replies for review
The Can Send switch on the team list decides whether a member's replies go
straight to the customer. Switched off, their replies wait in the Review
Queue until an owner or admin approves them; internal notes are never held.
This is how you onboard a new agent safely: they work the whole inbox, and
nothing reaches a customer until someone has checked it. See Replying to a
customer, internal notes and undo send.
Languages
The Languages column records the languages each member works in. The
inbox's In my languages filter uses it to show a member the tickets they
can answer. Members set their own; owners and admins can set anyone's.
Teams
Teams, under the team list, are groups you can assign and route tickets
to; an automation can send a category of ticket straight to one. Teams decide
routing only. They do not limit what anyone can see.
Leave a workspace
Anyone but the owner can leave a workspace from Settings → General →
Leave workspace. The owner makes someone else the owner first.