How to Create Staff Users

You can add a limited number of staff users to your organisation. You can see more details in the pricing plan here. Each staff user has their own login, and all activity is logged forever in Upmind. Assign different permissions and access rights to each staff user if you like. For example, you can have specific accounts, staff, support staff, or product managers. You can also give full access or limit their access (for example, by IP address).

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Review current users

To see a list of current users:

1. Go to the Admin dashboard.
2. Click Settings > Staff users under Users and Permissions.

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Creating staff users

1. Click the Add user button on the Staff users page.

2. Fill in the fields.
3. Click Save.

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Managing a user

After you create a user, Upmind displays the Staff Overview page. Here you can manage user information and set brand access.

• You can also click a name on the Staff users page to open the Staff overview page.

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Account password

Click this account button to force the user to change their password. Upmind sends the user an email with a link to change their password.

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User permissions

1. Click a toggle switch to enable or disable user access to a brand. By default, the toggle is in the OFF position.

• If you created one or more user groups, use the checkboxes to control access at a granular level.

2. Click the Administrator toggle switch to the Yes (blue) position and assign admin permissions. That means full access to all brands. By default, the toggle is in the No position.

3. Click Save.

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User gear icon options

1. Open the Staff users page.
2. Click the three dots icon.
3. When you click the gear icon next to a staff user, you’ll see these options:
   • Manage User: Edit the user’s permissions and access.
   • Impersonate User: Log in as this staff member (Admins only).
   • Delete: Remove the staff user from the organisation.

4. When you impersonate a staff member, you’ll see the system from their point of view, based on the permissions you’ve given them. To stop impersonating, just click End Impersonation at the top of the screen.

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Managing staff user details

Admins and users can manage additional details from the Manage User panel. To access it, go to Settings > Staff Users, click the three dots next to the staff member, and select Manage User.

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Notification preferences

Admins and users can configure which notifications they receive. Inside the Manage User panel, navigate to the Notifications tab to view and update their notification preferences.

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Tickets

The Tickets tab displays all tickets associated with the staff member, organised into the following views:

• Assigned — Tickets currently assigned to this staff member.
• Watched — Tickets the staff member is watching or following.
• Closed — Tickets that have been resolved and closed.

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Logs

The Logs tab provides a full record of the staff member’s activity and login history within Upmind, including login attempt logs for security review, as well as email history logs, which include sent, bounced, and failed emails.