Features
💼 Staff management
Accounts, roles and permissions that decide exactly what each person may see and do — plus the workload and performance data managers actually need.
What is it?
Every person who logs in has an account with a role (administrator, staff or client), department memberships, a granular permission set, optional group and skill tags, and a two-factor state.
Roles set the broad shape. Permissions control individual actions. Departments control which tickets a person can see at all.
Why does it exist?
Access is the foundation of accountability. If everyone can do everything, nothing can be traced. If nobody can do anything, work stops.
Equally important is distribution: without visible workload, work gravitates to the most conscientious person until they leave.
How does it work?
1
Create the account with a name, email and role.
2
Assign departments — this decides which queues the person sees.
3
Grant or withhold individual permissions such as deleting tickets, viewing reports or exporting data.
4
Add group and skill tags for routing.
5
Require two-factor authentication for administrators and anyone handling sensitive data.
6
Deactivate rather than delete when somebody leaves — their ticket history stays intact.
Everything included
Accounts
·Staff accounts and profiles
·Roles: admin, staff, client
·Department membership
·Granular permissions
·Two-factor enforcement
·Activation and deactivation
Teams
·Groups within departments
·Skill tags
·Group assignment
·Skills-based routing
·Shift and availability
Oversight
·Live workload view
·Open ticket counts per agent
·Activity log
·Performance statistics
·QA sampling and scoring
·Ticket history per staff member
Who uses it
Administrators
Team leads
Managers
What the business gets
✓Onboarding and offboarding become one screen and one minute.
✓Work is distributed deliberately rather than by who notices first.
✓Overload is visible before it becomes a resignation.
✓Every action is attributable to a named account.