Inviting teammates to your Helpdesky help center is free on every plan. Your plan pays for help centers, not people, so you can add as many staff members and owners as you need. Each teammate gets their own login and only sees the help centers you grant them access to.
This guide covers how to invite teammates from the Team page, what the two roles can do, how granular permissions work, and how to change or remove access later.
Open the Team page
In your dashboard, click Team in the sidebar. The page has two parts: an Invite a team member form at the top and a Team members list below it showing everyone who already has access to the current help center.
You need the Staff permission (or the Owner role) to open this page and send invitations.
Choose a role
Helpdesky has two roles:
- Owner has full access to every feature, including billing, settings and the team list. Owner permissions cannot be narrowed.
- Staff only sees the features you tick in the permissions checklist. Everything else is hidden from their dashboard.
Only the primary owner of a help center (the account whose plan covers it) can invite another Owner. If you were invited as an Owner yourself, you can still invite Staff.
Pick permissions for staff
When you select Staff, a checklist appears. Tick the areas this person should be able to use:
- Messages: the shared inbox and conversations
- Articles and Categories: writing and organizing help content
- Branding and Widget: appearance and the embeddable widget
- Ticket Center, Contact Form and Email Forwarding: the messaging channels
- AI Questions: the insights page for questions visitors asked the AI
- Settings: general settings, custom domain, API key, AI provider and data sources
- AI SEO Advisor, SEO Page Checker, Link Scanner and Redirects: the content quality tools
- Staff: inviting and managing teammates
- Billing: plans, slots and invoices
- Overview: the dashboard home page
A support agent usually needs Messages and maybe Articles. A content writer needs Articles, Categories and the SEO tools. A freelancer setting up your branding needs Branding and Widget. The list shows a permission count next to each staff member so you can see at a glance how much access they have.
Send the invitation
Enter the teammate's email address, choose the role and permissions, then click Invite.
If you have access to more than one help center, an Invite to section appears. Tick every help center this person should join, or use Select all. One invitation can add them to several help centers at once, each with the same role and permissions. You can only invite an Owner to help centers you own; for the others they are added as Staff.
The teammate appears in the list with a pending status (clock icon) until they accept.
What the invited person sees
Your teammate receives an email with an accept invitation link. The link is valid for 7 days. When they open it:
- If they already have a Helpdesky account with that email, the invitation is accepted straight away and they can sign in.
- If they do not have an account yet, they are asked to enter their name and a password. The email address is fixed to the invited address so access lands on the right account.
After that, the help center shows up in their dashboard. If they belong to several help centers, they switch between them with the help center switcher at the top of the dashboard. Their status in your list changes to active (green check).
If the link expires, simply remove the pending entry and invite them again.
Change permissions or role
Click the pencil icon next to a team member to open the edit panel.
- For Staff, tick or untick permissions and click Save Permissions. Changes apply the next time their dashboard loads.
- Owners can use Promote to Owner or Demote to Staff to change a role. A help center must always keep at least one Owner, so the last Owner cannot be demoted until you promote someone else first.
Remove a teammate
Click the trash icon next to the person and confirm Remove. They lose access to that help center immediately, including the inbox. Their account stays intact and you can invite them again later. Removing someone from one help center does not affect their access to other help centers.
Good to know
- Teammates never pay for anything. Plans and helpdesk slots belong to the primary owner's account. See Plans, Limits and Billing for how that works.
- A teammate's name and avatar come from their own profile, and appear on replies and article bylines.
- If you run several help centers, read Running Several Help Centers on One Account to see how team access works across them.
- If you need to hand the whole help center to someone else, use ownership transfer instead of inviting them as Owner.
Ready to bring your team in? Open the Team page, send the first invitation and let your colleagues start answering questions alongside you.