Add and Deactivate Users

Add and deactivate users, assign and change user roles, assign users to Inboxes, and more through the Users settings page.

Roles and Responsibilities

A Gladly user is someone inside your company whose job is to help Customers, manage teams, or manage Gladly. Every user should be assigned a role — or multiple roles — to determine their access to Gladly's different capabilities.

Permissions are attached to Roles, which determine what a user can do. For example, the Administrator role has abundant rights (add, edit, update, and delete), whereas a Team Manager role has rights limited to certain Gladly features. The role with the highest permission set supersedes roles with fewer permissions. If you have an Agent + Administrator role assigned to you, you'll have access to the Administrator permission set.

See the table below for permissions attached to each role. Scroll the table horizontally to see more columns.

Add Users to Gladly

There are two ways to add users to Gladly:

• Add user (s) individually
• Bulk CSV upload

The method you choose depends mainly on the number of users you want to invite. If you're adding one or two users, then adding them one at a time would be easier. However, if you're looking to add twenty, or hundreds of users, a bulk upload is the faster, more efficient way to go.

Add individual users

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the People category, click Users. The Users page will show you a list of all of your Gladly users. For ease, you can also see a preview of roles assigned to users, the number of Teams and Inboxes they belong to, and their account status.
   • Use the search feature to find users by name, email, or role quickly.
   • Sort the Name, Email, Roles, Teams, Inboxes, and Status columns by clicking the header name.
4. Click Add User.
5. Complete the following fields on the Add User page:
   • Email – Enter the user's email address. This is also used to invite them to Gladly.
   • Name – Enter the user's full name.
   • Roles – Check the box next to the role(s) that apply to this user. If an incompatible combination of roles is selected, the affected roles are automatically unchecked. See Roles and Responsibilities to learn more about each role.
   • Inboxes – Assign/unassign Inbox(es) to the user. 
     • Use the search feature to search all of your available Inboxes.
     • Every Inbox the user is assigned to appears below the search bar. To unassign an Inbox, click X.
       
     • An Inbox that has since been deactivated Inbox but is still assigned to an Agent appears as Inbox Name (deactivated).
       
   • Teams – Assign the user to a Team(s). 
     • Create and Manage Teams to learn more.
     • Leave blank if you're not using Teams.
     • Every Team the user is assigned to appears below the search bar. To unassign a Team, click X.
   • Skills – Assign relevant skill(s) for use with People Match. 
     • Leave blank if you're not using Skills.
     • Every skill the user is assigned appears below the search bar. To unassign a skill, click X.
     • See What is Skills to learn more about Skills and how it's used to enhance People Match.
6. Click Add User. This will take you back to the Users page where the user you invited is added with the status Invite Sent.

User Status

There are four different statuses a user may have on the Users page under the Status column.

• Invited Expired – An invitation was sent but has since expired. Invites expire in 24 hours, but a new invitation can be resent.
• Deactivated – The user has been deactivated.
• Invite Sent – An invitation has been sent to the user.
• Blank – The user is active in Gladly.