What is a staff user?
A staff user can be anyone on your customer support/customer success/sales/marketing team that interacts with your customers on a regular basis and who's main responsibilities are to answer questions, resolve issues, and work with other team members to ensure customer happiness. Each staff user will need their own seat within Re:amaze so they can log in
As a helpdesk, Re:amaze is designed to work efficiently for multiple staff users in a team environment.
Adding staff users
To add a new staff, navigate to Settings > Account > Staff. From here, click on the "Add Staff" button.
Input the new staff member's name, email address (this will be used to send them the invitation to join Re:amaze as a staff), and role. Lastly, pick which channels you'd like the new staff member to receive notifications for. By default, everything is enabled.
You can always change these settings later by coming back to this page or having the staff member edit their notifications.
Clicking on the "Action" button will allow you to do several other things:
- Edit an existing staff member's profile including their name, email, avatar, and notifications.
- You can log in as another staff member to step in and help (admin-only feature).
Deleting & archiving staff users
If for any reason you need to remove a staff member from your account, you can either have them deleted or archived.
To delete a staff member, select "Delete" from the Actions dropdown (pictured above). Please note that staff deletions are permanent and irreversible. once a staff user is deleted, all previously assigned conversations become unassigned and all messages written by that user will be associated with "someone." Their individual reporting data will be deleted as well.
To archive a user, you will need to contact our support team and this can be done for you. Archived users keep their association to conversations/messages as well ass their reporting data. However, their email address will be archived so if you'd like to add them as a staff again in the future, you'll need to use a different email address. Archiving a user is also irreversable.