When building a support team, one of the best practices is to decide from the beginning how the workload will be divided - and who will be responsible for what.

Once your team is ready, you might want to think about who will be able to access your support.

This article and the next few aim to help you do all that!


  • Decide who can control your support in Organization

In Settings > Organization, you can add more administrators to your support.

Administrators can manage the whole platform: they have access to advanced settings & security configurations as well as full control over resources across all workplaces.

Generally speaking, you wouldn't need more than one or two administrators.

If you want to learn more about roles and governance, read this article.


  • Add your agents, & customize your team settings in Workspace

In Workspace, you can:

  1. add new agents who will be in charge of responding to queries and creating new content.

  2. choose what your agents' inboxes will look like

  3. indicate your agents' availability

  4. set your Response Time Objective (SLA)

💡 Pro tip: These parameters are attached to a single workplace, which means that if you have several workplaces, you can set different SLAs and have a different support team per workspace.


  • Control who can access your Support in the User Directory

The User Directory lists all the users that you will allow to access your support. You have different ways to add users:

  • You can bulk import them via a .csv, .xslx /.xsl , or .json file.

  • [advanced] You can synchronize your company data via Microsoft Active Directory

  • [advanced] You can synchronize your company data via SCIM

If you do not wish to control access, you do not need to add any users to the directory.

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