How to create team members
Team members are internal users who access DeskDay to manage tickets, tasks, customers, billing, and other service desk activities.
When using AI-based ticket assignment, make sure each team member has the correct permission, assigned boards, working hours, location, and skills.
Before you begin
Before inviting a team member, confirm that:
You have permission to manage team members.
A DeskDay licence is available.
The required permissions are configured.
The appropriate manager is available for selection.
Boards, billing roles, work types, locations, and skills are configured where required.
The number of available licences is displayed at the bottom of the invitation window. You cannot invite additional team members when all licences are in use.
Invite a team member
Go to Control Center.
Open Team & access.
Select Team members.
Click Invite team members.
Enter the team member’s basic information.
Click Add to list.
Review the team members under Ready to invite.
Click Create & send invite.
You can add multiple team members to the invitation list before sending the invitations.
Update team member details
Open the team member and use the following tabs to complete their setup.
Overview
Update the team member’s basic and work information:
Manager
First name and last name
Billing role
Email
Work type
Phone number
Department
Employee ID
Timezone
Working hours
Location
Timezone and working hours should be configured correctly for availability and ticket routing.
Permission
Use the Permission tab to manage the team member’s access and assigned boards.
Permission level
Select the permission level that controls what the team member can see and do in DeskDay.
Assigned boards
Use Assign board to select the boards where tickets and tasks can be assigned to the team member.
Assigned boards are also used when DeskDay evaluates team members for ticket routing.
Set the primary board
Select one assigned board as the team member’s primary board.
The primary board represents the team member’s main area of work and is used by DeskDay when evaluating ticket assignments.
For example, when a team member primarily handles Microsoft 365 issues, the Microsoft 365 board can be configured as their primary board.
The primary board must be included in the team member’s assigned boards.
Each team member can have only one primary board.
Important: The team member’s primary board is different from the primary team member configured for a board. A team member has one primary board, while a board can separately have a primary team member.
Security
Use the Security tab to manage sign-in security and account access.
Multi-factor authentication
The multi-factor authentication section displays the member’s MFA status.
When MFA is disabled at the organisation level, the status is read-only. Enable MFA from the organisation’s security settings first.
Account access
The account access section shows whether the account is locked.
A locked team member cannot sign in. Use Unlock account when the action is available.
Skills
Use the Skills tab to assign the team member’s areas of expertise.
Open the Skills tab.
Click + Skill.
Select the required skill.
Save the changes.
Skills help DeskDay identify suitable team members during ticket routing.
Assign individual skills
You can assign additional skills directly to the team member.
Set skill proficiency
Select a proficiency level for each assigned skill.
Available proficiency levels are:
Beginner
Intermediate
Expert
Proficiency helps DeskDay identify the most suitable team member when multiple team members have the required skill.
For example, an expert in Microsoft 365 may receive a higher routing score than a beginner when a ticket requires Microsoft 365 expertise.
Every assigned skill must have a proficiency level.
Resend an invitation
Click Resend invite when the team member has not received or accepted the original invitation.
Confirm that the email address is correct before resending it.
Troubleshooting
No licences are available
When all licences are in use:
New team members cannot be invited.
Add to list may remain disabled.
Create & send invite may be unavailable.
Release an unused licence by disabling or removing an existing team member, or update the DeskDay subscription.
The Create & send invite button is unavailable
Confirm that:
At least one team member has been added to the invitation list.
All required details are valid and saved.
You have permission to invite team members.
The Add to list button is disabled
Confirm that:
Name is entered.
A valid email address is entered.
A permission level is selected.
A DeskDay licence is available.
The button remains disabled when no licences are available.