Manage your team

Invite teammates, assign Owner, Admin, Manager, Contributor or custom roles, manage seats on Cloud, remove members, and group people into teams in Members & Teams.

Invite teammates to help triage feedback, answer customers, and keep your roadmap current. This article covers inviting people, changing roles, removing members, and grouping people into teams.

Where to find it

Go to Admin > Settings > Members & Teams. The page has three tabs:

Members: everyone on your team, plus pending invitations.
Teams: groups of members, such as "Support" or "Product". This tab appears only if you can manage teams.
Roles: the permissions behind each role, and any custom roles you create.

You need permission to manage members to invite or change people. By default, Owners and Admins have it.

Roles

Every teammate has a role that decides what they can see and change. Quackback ships five role presets, from broadest to narrowest access:

Role	What it grants
Owner	Full access, including billing and role management
Admin	Full access except billing
Manager	Runs the whole product and inbox, but not workspace-level settings
Support lead	Manager-level access to the inbox, plus routing, workflows, SLAs and channels
Contributor	Works feedback and support queues day to day, without configuring product structure or settings

You can also create custom roles. See Understand roles and permissions for the full breakdown.

Invite team members

Go to Admin > Settings > Members & Teams.
Click Add people.
Type an email address to invite someone new. Or search for someone who has already signed in and add them.
Select a role (a preset or a custom role).
Click Invite for email addresses, or Add for people who have signed in.

Signed-in people join your team at once. Invitees get an email with a link to join your workspace, and they hold the role you picked from the moment they accept. If email isn't set up on your install, the dialog shows invite links to share instead.

Note: On Quackback Cloud, every team member uses a seat, whatever their role. A pending team invite holds a seat too, until it is accepted, cancelled, or expires. Portal invites for customers are free. When every seat is in use, upgrade your plan from Admin > Settings > Plan & billing to invite more people. See Quackback Cloud plans.

Pending invitations

Pending invitations appear on the Members tab. From there you can:

See who has been invited
Resend an invitation
Cancel an invitation

Manage members

The Members tab lists each member's name, email, role, and last sign-in.

Change a member's role

Find the member in the list.
Click the ... menu on their row.
Choose Change role and pick the new role.

Changes take effect immediately. They don't affect the member's existing posts, comments, or activity history.

Other member actions

The ... menu on a member's row also lets you:

Reset two-factor: clear a member's 2FA enrollment if they lost their authenticator. They enroll again on their next sign-in.
Sign out everywhere: end all of the member's active sessions.
Remove from team: take away their admin access (see below).

Remove a member

Find the member in the list.
Click the ... menu.
Choose Remove from team and confirm.

Removed members:

Become a portal user
Lose access to the admin dashboard
Can still use your public feedback portal
Keep their comments and activity history

Note: You can't remove yourself from the team.

Warning: Every workspace needs at least one Owner or Admin. You can't remove or demote the last one.

Teams

Group members into teams that mirror how your organization works, like "Support" or "Product". Create and manage them on the Teams tab.

Teams do more than group people:

Assign conversations and tickets directly to a team.
Use a team as the target of routing rules, so incoming work lands with the right group automatically.
Choose how each team distributes assigned work to its members: manually, round robin (rotates over online members), or balanced (goes to the least busy online member).

Tip: Set up teams before you turn on routing rules. Otherwise someone has to reassign the routed work by hand.

By default, team members sign in with an email and password. You can also turn on magic link or social sign-in (such as GitHub and Google), require two-factor authentication, or connect single sign-on. See Configure team security.

Best practices

Start small. Keep the number of Owners and Admins low. Add Managers and Contributors as your feedback and support volume grows.
Give clear ownership. Assign specific people to watch certain boards, topics, or queues.
Review access regularly. Remove people who no longer need access, check who holds Owner and Admin, and cancel stale invitations.