gaiia's New Support Portal - Managing Users

Overview

The Members tab in the Support Portal lists everyone in your organization who can contact gaiia support. Admins can use it to add new people, change what each person can see and do, and remove portal access.

This article covers portal roles, adding members, and changing or removing access.

Only users with the Admin portal role can add members or change roles.

Portal roles

Each person in your organization has one of three portal roles.

How your access carries over

Everyone keeps the same level of access they had in the previous help desk. If you could view all of your organization's tickets, you can now view and update all of them in the Support Portal. If you could only view your own tickets, that stays the same.

Admins aren't set up by default. To make someone in your organization an Admin, email support@gaiia.com.

Adding a member

Only Admins can add members. If your organization doesn't have an Admin yet, email support@gaiia.com to set one up.

New people from your organization can log in on their own using their work email, as long as their email domain matches your organization's. You only need to add someone manually if you want to give them a specific role right away, or if their email uses a different domain.

Anyone who logs in this way is automatically given the Member role, so they can only see the tickets they follow. If they need access to all of your organization's tickets, an Admin can change their role to Admin from the Members tab.

When a member is 
 

To add a member manually, follow these steps.

1. Open the Members tab
2. Click the Add Member button in the top right
3. Enter the person's Name and Email

4. Select a Portal role 

   
    

5. Leave Send email to view portal checked to send them an invitation

   If you uncheck this, the person is added but won't be notified. They can still log in anytime from support-portal.gaiia.com.

6. Click Add Member

Changing a member's role

You can change roles one person at a time, or for several people at once.

•  

  1. Open the Members tab
  2. Click the role in the Customer portal role column for the person you want to update

  3. Select the new role 

     

  
  For bulk changes to multiple users:

  1. Open the Members tab
  2. Check the box next to each person you want to update
  3. Click Edit role above the list

  4. Select the new role 
     
     

      

You can't change your own role. Your role appears greyed out in the list.

Removing portal access

To remove someone's access, for example when they leave your organization, change their role to "No access" using either method above. They will no longer be able to log in to the Support Portal.

Their past tickets stay in your organization's ticket history, so Admins can still view them.