Managing Users

Once you have created users, you can perform various actions on them.

Editing User Info

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Users Info section, click edit.
   
   The User Info & Brand Access page appears.

4. Make any necessary changes.
   
   

   Note

   Note: If you need to change a user’s email address, you must first provide your current password.

5. Click Save. 
   

Changing User Email Addresses

Emails are sensitive information. If compromised, the account can result in lost communication, or a stolen identity. In order to change an account password securely, you must enter your Ubersmith password to confirm the change.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the User Info section, click edit.
   
   The User Info & Brand Access page appears.
4. In the Email field, select edit.
   
   The Email field enables.
5. Enter the new email address.
6. Click Save.
   
   A password confirmation window appears.
7. Enter your password.
8. Click Continue.
   

Editing Brand Access

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Brand Access section, click edit.
   
   The User Info & Brand Access page appears.
4. Make any necessary changes.
5. Click Save.
   

Editing User Roles

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Roles section, click edit.
   
   The User Roles page appears.
4. Make any necessary changes.
5. Click Save.
   

Editing Permissions

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Permissions section, click edit.
   
   The User Permissions page appears.
4. Make any necessary changes.
5. Click Update.
   

Configuring Client Relationships

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Client Relationships section, click add new.
   
   The Add New User-Client Relationship page appears.
4. In the Client field, select the client for which you want to assign a relationship.
5. In the Relationship field, select the type of relationship to assign.
6. Click Save or Save & New.
   

Configuring Event Alert Preferences

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Event Alert Preferences section, click edit.
   
   The Event Alert Preferences page appears. See Using Event Alerts for more information.

Configuring API Tokens

You can configure API tokens for users to use in place of passwords for accessing the Ubersmith API. This section displays if the API Access field is Yes in the User Info section.

Generating API Tokens

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the API Tokens section, click edit.
   
   The Manage API Tokens page appears.
4. In the Token Name field, enter the name of the token.
5. Click Generate Token, which grants access to the API for a year.
6. Click Cancel to close the page.
   

Extending API Tokens

After you have created an API token for a user, you can extend the default expiration date of one year, by another year.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the API Tokens section, click edit.
   
   The Manage API Tokens page appears.
4. Click extend in the token’s row.
   
   A confirmation message appears.
5. Click Yes.
   

Deleting API Tokens

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the API Tokens section, click edit.
   
   The Manage API Tokens page appears.
4. Click delete in the token’s row.
   
   A confirmation message appears.
5. Click Yes.
   

Configuring Support Manager Emails, Signatures, and Avatars

You can configure your emails, email signatures and avatars for the Support Manager.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Support Manager Email & Signature section, click edit.
   
   The Email & Signature page appears.

Complete the Default Tab

The default tab configures your email address, signature , and avatar for your default company brand.

1. In the Email Address field, enter your default company email address.
2. In the Signature field, enter text to display as your email signature for your default company.
3. In the Avatar field, select either Default Avatar or Custom Avatar. If you selected Custom Avatar, the Choose File field enables.
4. Click Choose File, navigate to the location of your avatar file, and click Open. A 50 x 50 pixel GIF, JPG, or PNG file can be uploaded and used as your avatar. In order to enable the Avatar field, you must select either Admin Interface Only or Admin & Client Interface in the Support General Settings page. To display client avatars, your client needs to upload a file to gravatar.com, which Ubersmith will pull from.
5. Click Save.
   

Complete the Brand Tab

The brand tab configures your email address, signature, and avatar for any other company brands you have set up.

1. Click the brand tab. If there is more than one brand, a tab for each brand displays.
2. In the Email Address field, enter your brand company email address.
3. In the Signature field, enter text to display as your email signature for your brand company.
4. In the Avatar field, select either Default Avatar or Custom Avatar. If you selected Custom Avatar, the Choose File field enables.
5. Click Choose File, navigate to the location of your avatar file, and click Open. A 50 x 50 pixel GIF, JPG, or PNG file can be uploaded and used as your avatar. In order to enable the Avatar field, you must select either Admin Interface Only or Admin & Client Interface in the Support General Settings page. To display client avatars, your client needs to upload a file to gravatar.com, which Ubersmith will pull from.
6. Click Save.
   

Configuring Support Manager Preferences

You can set your own preferences for the Support Manager Dashboard.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Support Manager Preferences section, click edit.
   
   The Support, Order, Client & Sales Manager Preferences page appears.

Complete the Support Manager Preferences Tab

1. In the Default departments field, select the support department you want to set as your default department. See Adding Support Departments for more information.
2. In the Tickets per page field, enter how many tickets you want to display per page.
3. In the Ticket responses per page field, enter how many ticket responses you want to display per page.
4. In the Show top (purple) bar field , select Yes to display the Support Manager title (purple bar) in the interface.
5. In the Show only my tickets at login field, select Yes to display only tickets you are assigned to when you first login to Ubersmith.
6. In the Send daily ticket summary field, select Yes to receive a daily report of your support tickets.
7. In the Display tickets by field, select the first method of displaying the tickets, and in ascending or descending order. In the then by field, select the second method of sorting the tickets by ascending or descending order, and the second then by field, select the third way to sort.
8. In the Display ticket responses field, either Oldest First or Newest First.
9. In the Display avatars field, select Yes to display other user’s avatars.
10. Click Save.
    

Configuring Support Department Preferences

Most Support Manager events create a notification email. If the event occurs to a ticket that is assigned to you or one that you are subscribed, you will always receive an email notification of the activity.

You can configure the Support Manager to automatically notify you when set ticket activity occurs for tickets that you are not explicitly assigned to for each support department.

You can select from a matrix of options, what kinds of ticket actions to be notified of for each support department from this tab.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Support Department Preferences section, click edit.
   
   The Support, Order, Client & Sales Manager Preferences page appears.

Complete the Support Dept Preferences Tab

You can select from a matrix of options, what kinds of ticket actions to be notified of for each support department from this tab.

1. Click the Support Dept Preferences tab.
2. Select Notify me of New Tickets received to see all new tickets entered into the department.
3. Select Notify me of Comments/Replies on Unassigned Tickets to see any comments or client/staff follow ups posted to tickets not currently assigned to a user in the department.
4. Select Notify me of Client Replies on All Tickets to see all client follow ups in the department regardless of which user the ticket is explicitly assigned to.
5. Select Notify me of Staff Replies & Comments on All Tickets to see all staff follow ups or comments in the department regardless of which user the ticket is explicitly assigned to.
6. Select Notify me of Tickets moved in to see any ticket that is moved into the department.
7. Select Notify me of Tickets moved out to see any ticket that is moved out of the department.
8. Select Include in New Tickets to specify whether the tickets in the particular department are to be included when viewing the list of new tickets in the support manager.
9. Click Save.
   

Configuring the Order Manager Preferences Section

You can set your own preferences for the Order Manager Dashboard.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Order Manager Preferences section, click edit.
   
   The Support, Order, Client & Sales Manager Preferences page appears.

Complete the Order Manager Preferences Tab

1. In the Notify me of order activity field, select Yes to receive a notification when any actions occur in the Order Manager.
2. In the Default step field, select the order step to be expanded in the Order Manager View Panel.
3. In the View orders by field, select the default view for the Order Manager View Panel, either Order Queue or Order Status.
4. In the Display order responses field, select Oldest First or Newest First.
5. Click Save.
   

Configuring the Client Manger Preferences Section

You can set your own preferences for the Client Manager Dashboard.

1. Access the Users page 
2. From the User’s row, click their name or details. 
   
   The Preferences page appears.
3. In the Client Manager Preferences section, click edit. 
   
   The Support, Order, Client & Sales Manager Preferences page appears.

Complete the Client Manager Preferences Tab

1. In the Sort service plans by field, select Service Title to sort your service plan by service title or ID to sort your service plans by service ID.
2. Click Save.
   

Configuring the Sales Manger Preferences Section

You can set your own preferences for the Sales Manager Dashboard.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. In the Order Manager Preferences section, click edit.
   
   The Support, Order, Client & Sales Manager Preferences page appears.

Complete the Sales Manager Preferences Tab

1. In the Notify me of quote approval request field, select Never, My Quotes Only, or All Quotes.
2. Click Save.
   

Disabling Users

1. Access the Users page 
2. From the User’s row, click disable.
   - or -
   From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click Disable User.
   
4.  A confirmation message appears.
5. Click Yes.
    

Enabling Users

1. Access the Users page 
2. In the Search field, enter the user’s name, if necessary.
3. In the View field, select Deactivated Admins and click the arrow.
   
4. From the User’s row, click enable.
   
   A confirmation message appears.
5. Click Yes.
    

Viewing Login History

The Login History reports displays the date and time the user logged in and logged out of Ubersmith.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Login History.
   
   The Admin User Log page appears. 

Viewing Event Log

The Event Log displays the user’s actions taken in Ubersmith.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Event Log.
   
   The Event Log page appears. 

Viewing Device Event Log

The Device Event Log displays the user’s actions taken on devices in Ubersmith.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Device Event Log.
   
   The Device Event Log page appears. 

Viewing Ticket Event Log

The Ticket Event Log displays the user’s support ticket actions taken in Ubersmith.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Ticket Event Log.
   
   The Ticket Event Log page appears. 

Viewing Ticket List

The Open/On Hold Tickets displays the user’s assigned open and on hold support tickets.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Ticket List.
   
   The Open/On Hold Tickets page appears. 

Viewing Active Sessions

The Active Sessions report displays users currently logged into Ubersmith.

1. Access the Users page 
2. From the User’s row, click their name or details.
   
   The Preferences page appears.
3. From the Actions section, click View Active Sessions.
   
   The Active Sessions page appears.