Team management
Admins manage support team members from Team.
Team roles
Section titled “Team roles”- Admin: an agent with extra permissions to manage the tenant organization. Admins can work tickets and also manage customers, customer organizations, reports, team members, and organization settings.
- Agent: can work tickets, view reports, and manage their own settings.
Customers are managed separately from support team members.
Agent types
Section titled “Agent types”- Human agent: standard ticketing capabilities.
- AI-assisted agent: standard ticketing capabilities plus AI draft replies and AI response improvement.
- AI-autonomous agent: coming soon.
Admins also need an agent type because an admin is still an agent for ticket work. The agent type controls whether that admin has standard human-agent capabilities or AI-assisted reply capabilities.
Invitations and activation
Section titled “Invitations and activation”When an admin adds an admin or agent, MuninX sends an activation email.
If the activation email is not received, ask the user to check their spam folder. If the account is still pending, admins can resend the activation email from Team or the team member detail page.
User statuses
Section titled “User statuses”| Status | Meaning |
|---|---|
| Active | The user is verified and can log in normally. |
| Pending | The user has been invited but has not verified their account. |
| Suspended | The user cannot log in but remains part of the organization’s billing plan. |
Suspend vs delete
Section titled “Suspend vs delete”Suspend a team member when access should stop but the account should remain part of the organization record.
Delete a team member only when the account should be removed. Deleting cannot be undone.
Suspended users cannot log in but are still billed.
If a workspace is not on a plan that supports extra team members or AI-assisted agents, MuninX can show an upgrade prompt before allowing those actions.