via-the-admin-panel.rst

Managing Users via the Admin Panel

The “Users” panel provides tools to manually manage user accounts.

👥 Creating and editing users

Click the New User button to open the New User dialog, or click on an existing user to edit.

Hint

See user-details-reference for help with the New/Edit User dialog.

🗑️ Deleting users

Use the ⋮ Actions menu to open the Delete User dialog.

Warning

💥 Deleting a customer destroys all their associated tickets!

To learn more, see /system/data-privacy.

🔎 Filtering the user list

Use the 🔎 Search for users bar and the Roles buttons to filter the list. You may search by name, email, or any other user attribute.

Note

🐞 Known bug

The search list displays up to 50 users, from newest to oldest. That means that if there are more than 50 results, the user you’re searching for might not be shown.

This is a known bug with a fix underway.

🏴‍☠️ Taking over a user’s session

Use the ⋮ Actions menu to 👁️ View from user’s perspective.

The View from user’s perspective button allows you to “hijack” another user’s session and confirm firsthand what they can and can’t do (or see) when they’re logged in.

This is especially useful when you need to verify that you’ve set up custom permissions correctly for non-admin users.

Danger

⚠ With great power comes with great responsibility.

This feature is not a simulation; entering this mode will boot the user from their session, and any actions you take (responding to tickets, changing passwords, logging hours worked </manage/time-accounting>) will actually be performed from the user’s account.

(On the other hand, if the user logs back in, you’ll be booted, too.)

Hint

When finished, use the Back to my view ✕ button at the top of the page. If you try to exit by logging out, the “hijacked” user session will be restored when you log back in.