Support Badger

Team Management

Manage your support team members and roles

Team Management lets you invite team members, assign roles, and organize your support staff. Control who can access what and how work is distributed.

Inviting Team Members

  1. Go to Settings → Team
  2. Click Invite Member
  3. Enter their email address
  4. Select a role
  5. Click Send Invite

They'll receive an email with a link to join your workspace.

Roles & Permissions

Role Permissions
Owner Full access, billing, can delete workspace
Admin Full access except billing and workspace deletion
Agent Handle conversations, access KB, view analytics
Viewer Read-only access to conversations and analytics

Permission Details

Permission Owner Admin Agent Viewer
View conversations Yes Yes Yes Yes
Reply to conversations Yes Yes Yes No
Manage team Yes Yes No No
Configure settings Yes Yes No No
Manage billing Yes No No No

Agent Status

Team members can set their availability status:

Status Meaning
Available Ready to receive new assignments
Away Temporarily unavailable (e.g., lunch)
Busy Working but not taking new conversations
Offline Not working

Status affects Assignment Rules - away/offline agents won't receive auto-assignments.

Teams (Groups)

Organize agents into teams for routing and reporting:

Creating Teams

  1. Go to Settings → Team → Teams
  2. Click New Team
  3. Enter team name (e.g., "Billing", "Technical")
  4. Add members to the team
  5. Save

Using Teams

  • Route conversations to teams via assignment rules
  • Filter analytics by team
  • Set team-specific SLAs

Agent Profiles

Each team member has a profile with:

  • Name - Display name in conversations
  • Email - Login and notifications
  • Avatar - Profile picture
  • Signature - Email signature
  • Timezone - For scheduling

Removing Team Members

  1. Go to Settings → Team
  2. Find the member to remove
  3. Click the menu (three dots)
  4. Select Remove from team
  5. Choose whether to reassign their conversations
  6. Confirm removal

Removed members lose access immediately but their conversation history is preserved.

Plan Limits

Team size depends on your plan:

  • Starter - Up to 5 team members
  • Pro - Up to 15 team members
  • Enterprise - Unlimited team members

View all plan features →