Add team members to projects and assign roles

Managing who can access your Customer Service Management projects – and what they can do – is key to keeping your team organized and your customer data secure.

Roles in Customer Service Management

Roles help you organize your team and assign the right level of access. There are three roles available in Customer Service Management:

• Administrators can set up projects, manage users, and configure settings.

• Collaborators can view work items and add internal comments, but have limited permissions.

• Customer Service Team can work on customer requests, manage queues, and update work items.

Add team members and assign roles

1. Next to your project in the sidebar, select More actions (•••), then Project settings.

2. Select Access, then People and access.

3. Select Add people.

4. Under Names or emails, enter the name or email address of the person you want to add.

5. Select a Role.

6. Select Add.

To edit someone’s role, follow steps 1 and 2, then use the dropdown next to a user’s name to change their role, or select Remove to remove them from the project.

About permissions

Permissions in Customer Service Management are managed at several levels:

• Global permissions control access across your entire site, including who can administer the app and manage users. Read more about global permissions.

• Project permissions determine what users can do within a specific project, such as viewing, editing, or assigning work items. Read more about project permissions.

• Work item security can further restrict access to individual work items. Read more about work item security.

Change permissions

To update permissions for users or groups in Customer Service Management:

1. Select Settings (⚙️), then Work items.

2. Select Permission schemes.

3. Select Permissions next to the scheme you want to update.

4. Update or Remove permissions for users, groups, or roles as needed.

5. To apply the scheme to a project, go to Project settings, then Project permissions.

   1. Select Actions, then Use a different scheme.

   2. Select the scheme you want to use, then select Associate.

Read more about permission schemes.