Managing Users

User management is where an admin controls who has access, what they're allowed to do, and how the assignment engine sees them.

Inviting users

An admin invites a new user by email from the account's user management screen. The invited user receives a link to set up their own login; until accepted, the invitation shows as pending.

Assigning roles

Every user holds one or more roles, which determine both what they can do in the app and what stages they're eligible for during assignment:

• Admin — full account access, including workflow template design and user management.
• Supervisor — receives SLA and escalation notifications for the stages they oversee, and can manually reassign tickets.
• Sales — typically the role that creates tickets from an incoming client brief.
• CBS Team — the production role that fills the bulk of Task-type stages (writers, editors, voice artists, and similar).
• Client — limited, external-facing access, typically scoped to an approval magic link rather than full account access.

Max active tickets

Each user has a configurable maximum number of active tickets they can hold at once. This workload cap is enforced during assignment (see How Assignment Works) — a user already at their cap is excluded from the eligible pool for a new stage, even if their role and skills are otherwise a perfect match.

Availability and leave

A user's day-to-day availability is managed through roster entries and leave marking (see Roster & Shifts) — marking someone on leave for a date range excludes them from assignment for any stage with "check roster" enabled, without requiring any change to their role or skill profile.

This completes the documentation. If something you needed isn't covered here, Contact the team directly.