Managing Team Members

Add team members to help manage customer support.

How Team Members Are Added

SDesk automatically syncs with your Shopify staff. When a Shopify staff member accesses SDesk, they're added to your team.

Viewing Your Team

1. Go to Settings → Agents & Permissions
2. See all active and inactive team members
3. View their role, status, and last activity

Team Member Roles

Role	Can Do
Admin	Everything - manage settings, billing, and team
Agent	Respond to tickets, add notes, change status
Viewer	View tickets only - cannot reply

Changing a Team Member's Role

1. Go to Settings → Agents & Permissions
2. Find the team member
3. Click the role dropdown
4. Select the new role

Deactivating Team Members

When someone leaves or shouldn't have access:

1. Find them in the team list
2. Click Deactivate
3. They can no longer access SDesk
4. Their ticket history is preserved

Reactivating Team Members

If someone needs access again:

1. View inactive team members
2. Find the person
3. Click Reactivate

Agent Limits

Your plan determines how many active team members you can have:

• Free: 1 agent
• Starter: 3 agents
• Growth: Unlimited agents