Team Management
Adding Team Members
Invite colleagues to join your Support Station organization and collaborate on customer support.
Team Member Limits by Plan
| Plan | Team Members |
|---|---|
| Free | Up to 5 |
| Starter | Unlimited |
| Pro | Unlimited |
| Enterprise | Unlimited |
On the Free plan, both active members and pending (unaccepted) invitations count toward the 5-seat limit. If you reach the limit, cancel an unused invitation or upgrade to a paid plan to add more people.
Inviting a New Member
Step 1: Access Team Settings
- Go to Settings > Organization
- Click Members tab
- Click Invite Member
Step 2: Enter Details
| Field | Description |
|---|---|
| Their email address | |
| Role | Permission level |
| Teams | Which teams to add them to (optional) |
Step 3: Send Invitation
- Review the details
- Click Send Invite
- They receive an invitation email
Step 4: Member Accepts
The invited person:
- Opens the invitation email
- Clicks the invitation link
- Creates an account (if new to Support Station)
- Joins your organization
Member Roles
Support Station has role-based access control:
Admin
Full access to everything:
- Manage all tickets
- Manage all users and teams
- Access all settings
- Billing access
- API key management
Give to: Founders, support managers, lead admin
Member
Standard support agent access:
- View and respond to tickets
- Manage their assigned tickets
- Access knowledge base
- View reports
Give to: Support agents, team members
Limited (if available)
Restricted access:
- Only see tickets assigned to them
- Cannot access settings
- Limited reporting
Give to: Part-time or contractor support
Managing Existing Members
View All Members
- Go to Settings > Organization > Members
- See list of all members
- View their role, teams, and status
Change a Member's Role
- Click on the member
- Select new role from dropdown
- Save changes
Roles change immediately.
Remove a Member
- Click on the member
- Click Remove from Organization
- Confirm removal
When removed:
- They lose access immediately
- Their tickets become unassigned
- Historical data (their replies) is preserved
Resend Invitation
If someone didn't receive or lost their invite:
- Find them in the pending invitations
- Click Resend Invite
- A new email is sent
Cancel Invitation
To cancel a pending invitation:
- Find the pending invitation
- Click Cancel Invite
- The invitation link is invalidated
Member Status
| Status | Meaning |
|---|---|
| Active | Full access, can log in |
| Pending | Invited but hasn't accepted |
| Deactivated | Access removed (can be restored) |
Onboarding New Members
Before They Join
- Decide their role
- Identify which team(s) they should join
- Prepare any training materials
After They Join
- Add them to appropriate teams
- Assign them some initial tickets to learn
- Pair them with experienced team members
- Share knowledge base and internal docs
First Day Checklist
For new support team members:
- Accept invitation and set up account
- Complete profile (name, photo)
- Review organization settings
- Read knowledge base articles
- Shadow an experienced team member
- Handle first ticket with guidance
Security Best Practices
Use Appropriate Roles
- Most users should be Members, not Admins
- Only give Admin access when needed
- Review roles periodically
Remove Inactive Members
- Remove people who no longer need access
- Audit membership quarterly
- Don't keep "just in case" accounts
Use Personal Emails Carefully
- Prefer work email addresses
- Easier to manage when people leave
- Clearer ownership and accountability
Bulk Operations
Invite Multiple People
If you need to invite many people:
- Create invitations one at a time
- Or contact support for bulk import assistance (Enterprise)
Exporting Member List
- Go to Settings > Organization > Members
- Click Export (if available)
- Download CSV of all members
Common Questions
Can someone be in multiple organizations?
Yes, a person can belong to multiple Support Station organizations with the same email, switching between them.
What happens to their tickets when removed?
Tickets assigned to removed members become unassigned. Historical data is preserved.
Can I temporarily disable someone?
Yes, deactivate their account instead of removing. This preserves their data and allows reactivation.
How do I transfer ownership?
Admin role changes are immediate. To transfer full ownership, make someone else an Admin, then optionally downgrade yourself.
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