For Admins
Team management
The team is managed on the Operators page in the main menu — project owners and admins see it. There's no team section under Settings.
Adding operators
Click Invite. The window has two tabs:
- Create Account (open by default) — creates the account right away, but only for an address on the service's own domain — the form fills it in (on support.forestsnet.com that's @support.forestsnet.com). You set the password, or SupportHub generates one and shows it once in the Save credentials window. No email is sent.
- Invite Email — for any other address: the person gets an email with a link. See Operator invitations.
Both tabs set the Role (Operator or Administrator), Max concurrent tickets (20 by default) and Departments — if the project has any.
Roles and permissions
A project has three roles:
| Role | Permissions |
|---|---|
| Owner | Everything an admin can do, plus Plan & billing, Proxies, and making or removing owners. In a BILLmanager channel the owner has every permission, no restrictions. |
| Admin | Project settings, the Operators page (including the admin role), channels, macros, broadcasts, whole-team analytics. Sees every ticket, replies in others' tickets without taking them, deletes tickets and knowledge base articles and categories. |
| Operator | Works with tickets of their departments and tickets with no department. Replies (the first reply in a free ticket assigns it to them), writes notes, applies macros and templates, closes and reopens tickets. Replies in someone else's ticket only after taking it. Analytics covers only their own tickets; in the knowledge base they create and edit articles but can't delete them. |
An operator can't open a ticket from another department, even one assigned to them, and an operator with no departments only opens tickets with no department. In a project with departments, put every operator in at least one department — see Departments.
Owners and plan seats
- Whoever creates the project is its owner and an operator from the start, with the Owner badge. Owners don't take up plan seats.
- A project can have several owners: an owner promotes others with Make owner, demotes them with Step down owner, and steps down themselves with Step down. The last owner can't be demoted or removed.
- The plan limits the number of operators. Inactive operators still take a seat. The limit is checked when an operator is added with Create Account, when an invitation is sent and when it's accepted. An open invitation holds a seat until it's accepted, cancelled or expires: if you're out of seats, cancel an invitation you don't need. See how many seats are used in Settings → Plan & billing.
- An owner can't delete the project from the interface — the platform admin does that. The exception is a project rejected by moderation.
Editing and removing
- Edit opens the Administrator and Active switches, the ticket limit and departments.
- Turning Active off takes the operator out of auto-assignment and notifications, but they keep access to the project. The Active / Inactive badge on the card is this flag, not an online status.
- Max concurrent tickets is honoured by the Telegram bot's auto-assignment; the project's auto-assignment (Settings → Auto-assignment) doesn't check it.
- Removing someone takes them out of the project; their account stays. Their tickets become unassigned. You can't remove yourself.
Admins can see the Make owner and Step down owner buttons too, but they only work for an owner.
Was this page helpful?