People, teams and roles

Add a person

In Settings, open Agents under Users & access, then select Add agent. Everyone who signs in to GoDesk is listed here, whatever their role.

Enter their Name and Email. They sign in with this email address, and it must not already be used by someone else in your workspace. Add their Mobile number if you want task links and call-backs sent to their own phone.

Choose a Role (see below), an Extension if they will make or take calls, and Chats at once: how many chats and emails can be routed to them at the same time, from 1 to 20.

Select Create agent. GoDesk emails them an activation link so they can set their own password. You never need to choose or share a password for them.

Each active person takes one of your workspace's agent seats, except collaborators (tasks only) and super admins. If all seats are in use, GoDesk tells you so: remove someone, add the person as a collaborator, or ask GoDesk for more seats.

Resend an activation link or reset a password

If someone never received their activation email, or has forgotten their password, find them on the Agents page and select the key icon (Reset password), then Send reset email.

They receive a fresh link to set a new password. This works both for people who have never activated their account and for people who have.

Sending the link does not sign them out. Once they set the new password, every other sign-in they had ends.

Change someone's sign-in email

Select the pencil icon next to the person, change the Email, then select Save changes. The new address must be unique in your workspace.

If they have not activated their account yet, a new activation link goes to the new address. If they are already active, GoDesk sends a notice to their old address so they know the change was made.

You cannot change the sign-in email of someone whose role is above yours.

Remove someone's access

To remove a person, select the bin icon next to them, then Delete agent. This cannot be undone, and it signs them out of every browser and device straight away.

You cannot delete your own account, and you cannot delete someone whose role is the same as yours or higher. An admin who needs to remove another admin should ask the workspace's super admin.

There is no separate switch on the Agents page to pause an account while keeping it. If you need someone switched off rather than deleted, contact GoDesk support.

Group people into teams

In Settings, open the teams page under Users & access, then select New team. Give it a name, such as Support Tier 1 or Sales, and an optional description.

Add people from the list. Select the star next to someone to make them team lead, and select it again to remove lead status.

GoDesk uses teams throughout: routing rules and queues, ticket categories, sharing out new leads in turn, record scope, pipelines, the agents' workspace setup and reports. Deleting a team does not delete the people in it.

Built-in roles and who can change them

Every person has one role. Admin can do everything, including settings. Supervisor sees their team's work, reports and live views. Agent works on their own work. Read Only can look but not change anything. Collaborator works on tasks only and takes no seat. Super Admin always has full access.

In Settings, open Permissions under Users & access to see which modules each role can open. Switch a module on or off for a role, or select Reset to go back to the defaults. Changes take effect the next time people sign in.

Roles are ranked: Read Only, then Agent (custom roles rank here too), then Supervisor, then Admin, then Super Admin.

Only admins and super admins can change someone's role. You can give a role up to your own level but never above it, and you cannot change the role of someone above you. If you try, GoDesk shows Cannot assign a role higher than your own.

You cannot change your own role. Ask another admin, or your super admin, to do it.

Custom roles and record scope

In Settings, open Roles under Users & access. Built-in roles can be tuned, and you can add your own. Select New Role, give it a Role name, and under Start from either copy an existing role or begin with Blank, no access. Then select Create Role.

Open a role to switch each module on or off for it and tick the extra capabilities it should have, such as bulk changes to tickets, managing queues, building reports or viewing as other people.

Record scope decides which records the role sees in a module: Own only, My team, Selected teams (tick the teams) or All records. Default keeps the role's normal behaviour. For example, an agent role set to Own only sees the tickets and opportunities assigned to them, while a team leader role set to My team sees their whole team's.

New custom roles appear in the Role list when you add or edit a person. A role that is in use shows how many people have it.

If something does not work

If an activation email does not arrive, ask the person to check their spam folder, then send a fresh link with Reset password. If it still does not arrive, or a role change is refused unexpectedly, email GoDesk support at help@godesk.co.ke with the person's name and email address.