Creating, Editing, and Deleting Users


Create a New User

After completing the initial RequestProTracker setup, admins and managers can create new users at any time.

  1. To create a new user, first click on the Admin Menu button.
  2. Select Users.
  3. Click the Add New button.
  4. Select the UserType. You can learn more about UserTypes here: [[User Access Levels]].
  5. Enter the name for the user. Note that this is the name customers will see when interacting with the agent.
  6. Enter the user’s email address.
  7. Add the user to one or more departments by clicking in the Departments box, and selecting each that apply.
  8. Either set a password manually, or use the Auto generate random password button.
  9. Finally, click Create.

After clicking create, an email will be sent to the user with information for finalizing their account and to choose a new password. The new user will be able to log on as soon as they open the email and click the link. 

This is what the new user welcome email will look like:

Editing Users

After a user has been created, admins and managers can later change each of their details, including access levels, assigned departments, and the queues they have access to.

To edit a user:

  1. Click the Admin Menu Button.
  2. Select Users.
  3. Click the context button  on a user’s card.
  4. Select Edit User.
  5. Make your desired changes. The options work the same way they do when creating a new user.
  6. Once you’re finished, click Update.

Deleting and Undeleting Users

Sometimes, staff doesn’t quite work out. People get new jobs, get promoted to a different, non-support position, or even laid off. If the worst happens, you can delete an existing user out. This will prevent them from logging in to your RequestTrackerPro deployment until you’ve undeleted them.

To delete a user:

  1. Click the Admin Menu Button. 
  2. Select Users.
  3. Click the context button  on a user’s card.
  4. Select Delete.

To restore a deleted user, repeat the above steps, except choose UnDelete.

← View other articles