Tutorial / Adding new users to your system

1. Userstanding access levels
2. Adding a new user
3. Managing system access

SupportByEmail.com allows you to assign different usernames and passwords to different people in your team, and has the capability to allow certain users to have access to your full system whereas others can only read and reply to emails.

The first user created for you when you register is called admin and has full administrator priviliges. This is the super user login for your account and cannot be deleted. If you want other people to use your SupportByEmail.com knowledge base, you should give them new user logins so that you are the only person who can access the superuser account.

There are three access levels in total, and you can have any number of users with each of the following:

• Administrator
• Moderator
• User

Moderators do not have access to the statements and statistics but can maintain the knowledge base using the Manage answers and Pending answers menu options. Of course, they can still response to questions received by the system.

Users are able to response to questions received by the system but have no access to view statements or statistics or update the knowledge base directly. However they can use the Add to system checkbox when writing a reply to add a pending answer.

To add a new user, click Manage users in the menu on the left. At the top of the screen you will see a list of users currently registered under your account, with links to edit or delete that user. Note that you cannot delete the admin user.

Underneath the list is a form to add a new user. Fill in the new username and other details and press Add user to instantly add the user to your system. As you have to enter your company keyword and a username to access SupportByEmail.com, you can use whatever username you like, as long as it is unique within account.

Make sure you enter an email address whenever you add a new user, as that address will be used to send a welcome message to the user containing instructions on how to access their account. A password is generated Randomly and included in that email text along with the usernamd and company keyword needed to log in.

There is no charge to add a user to your system, you can create as many usernames as you need.

In the list of users under Manage users you will see that against each non-administrator user there is a checkbox. The box is ticked by default whenever you add a user and indicates that the user has access to your system. To revoke access without deleting the user account, untick the box and press Update.

SupportByEmail.com allows you to assign groups of users to messages received by different email addresses, and the system access tickbox is used to assign access at a per-system level by using the system selection dropdown in the top right of the screen. System management is covered in more detail later in this tutorial.

Next: Adding new email addresses

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