User Management

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NOTICE: ngDesk is undergoing a number of changes, so the information below may be inaccurate. If you can’t find what you’re looking for here, contact us or schedule a free 1-on-1 talk with an ngDesk pro.

Users include admins, agents and end-users (customers). Account admins can manage user profiles, tickets and their access.

Each user is created an account when they signup. A user account can be created either on the signup page, or when they open a ticket by sending an email to your support.

To view users go to the Manage icon and then click on Manage Users. At a glace you can see the names, usernames, accounts and primary emails of all users. Click on a single user to view their profile, tickets and settings details.


Tickets  – View all tickets that have been created by that user and click on a ticket to view all of its details.

Settings – Manage tags for the selected user, as well as their tickets viewabale access.

Users: The tickets viewable settings on both the company and account settings pages, determines the default tickets viewable setting for a user. Tickets viewable determines if the individual user is able to see other users’ tickets within that account.

  • If you want this user to be able to view the tickets of other users, who are in the same account, select all account tickets from the drop-down menu.
  • If you do not want this user to be able to view the tickets of other users, who are in the same account, select only personal tickets from the drop-down menu.
Last Updated On February 01, 2018
By | 2018-02-01T21:01:10+00:00 August 23rd, 2017|Settings|15 Comments

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  1. Mansoor December 26, 2017 at 10:14 am - Reply

    How to delete the user?

    • Joseph December 27, 2017 at 1:57 pm - Reply


      As of this time, we do not have a feature to fully delete users, you are only able to disable a user. To disable a user, you just have to go to the “Manage” section and then select “Manage Users”. From here you will just be able to click on the user you want to disable and then there will be a disable button once you click on them. Once a user is disabled, they should then be hidden from all of your views.

  2. Sabeer January 5, 2018 at 12:59 pm - Reply


    Good evening

    How to add one more user with admin power

    • ngDesk January 10, 2018 at 7:52 pm - Reply

      Hello, and thanks for your question! We are currently working on an update that will allow you to add more than one admin to your account. We expect to release this update early next week.

  3. Santiago Campollo January 9, 2018 at 9:57 pm - Reply

    How can I change the Group of a User? when I try to assign a user to another group it displays the message “Request Failed”

    • ngDesk January 10, 2018 at 7:55 pm - Reply

      Hello! Thanks for contacting ngDesk! Our team is currently working on an update that will allow you to change a user’s group, but it is not yet complete, which is why you’re receiving a “Request Failed” message. The update will be released early next week. Once the update is rolled out, you will be able to change a user’s group. Let us know if you have any more questions.

  4. Thanos Tz February 9, 2018 at 11:24 am - Reply

    How to add one more user with admin power?

    • Joseph February 20, 2018 at 9:04 pm - Reply

      Good Afternoon!

      You will be able to add other admins by going to manage agents, then clicking invite users. All you will need is their email address, then you can select the Admin access level. Once you hit the send invite button, they will receive an email with a temporary password, and able to log in with admin privileges. If you would like, you can signup for a free 25-minute screen share session so we can walk you through ngDesk and answer any other questions you might have. Just follow the steps in the link below to schedule the meeting:

      Here to help!
      ngDesk Support Team

  5. SIMON CALEB DAVID LEE March 5, 2018 at 7:08 am - Reply

    How do I upgrade a user to Agent or Manager status? When I check the Manage Agent screen it only shows my account not the User accounts I created.

  6. Roberto Rubio March 6, 2018 at 2:04 am - Reply

    Hi guys, I added my team as users by mistake, how do I change them to agents if I can’t delete them???

    • Joseph March 8, 2018 at 7:12 pm - Reply

      Good Day!

      You will be able to change a person’s team, or access level from within their user settings. In the top left there will be a “teams” field. Here, you will be able to add or remove teams and access levels simply by typing in the name of the desired team. Let us know if you have any other questions, and feel free to schedule a screen share any time!

  7. Jose Benedito April 3, 2018 at 12:48 pm - Reply

    I’m trying add user with company email and only show error to contact ngDesk support, domain, I can add company users?

  8. Jennifer April 24, 2018 at 4:55 pm - Reply

    Is there a way to set my ngdesk account up so that each new user/customer that emails me can ONLY see their ticket. I know I can set then individually but I am hoping there is a setting that controls ALL incoming emails/tickets so I don’t have to go in each time we get a new email/ticket and change their setting? It doesn’t make sense to me that they are able to see ALL tickets even ones that have been resolved.

    • Joseph April 24, 2018 at 7:26 pm - Reply

      Good Day!

      Yes, it is possible to apply this setting globally. From within company settings, you will see a menu for “tickets viewable” . Here, you will want to select ”Agents view only their own tickets”. this will mean any end user can only see the tickets that they submitted.

  9. Sorin May 22, 2018 at 12:21 pm - Reply

    How do I (admin) resend an invite message to a person?

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