Users & Roles

Organization admins manage team members, assign roles, and control access across projects. This guide covers user management and the role system in Avikto.

Viewing Team Members

1. Go to Settings → Organization → Members (or Users tab)
2. The members list shows:
   • Name and email
   • Current organization role
   • Status (Active, Pending invitation, Inactive)
   • Date joined
   • Projects they belong to

Use the search bar to find a specific member.

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Inviting Users

Send Invitations

1. Click Settings in the sidebar
2. Go to Organization → Members or Users
3. Click Invite Users or Add Members
4. Enter one or more email addresses (one per line or comma-separated)
5. Select an Organization Role for the invitees:
   • Organization Admin
   • Project Lead
   • Case Manager
   • Case Worker
   • Case Viewer
6. (Optional) Assign them to specific projects
7. Click Send Invites

Each person receives an invitation email with a link to join your organization.

Re-sending an Invitation

If someone didn't receive their invite:

1. Find them in the members list (they'll show as Pending)
2. Click ··· → Resend Invitation

Cancelling an Invitation

1. Find the pending member
2. Click ··· → Cancel Invitation

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Roles and Permissions

Roles control what users can see and do in Avikto. The platform uses role-based access control (RBAC) at both the organization level and project level.

Organization-Level Roles

These roles apply across the entire organization:

Role	Access Level	Use For
Organization Admin	Full access	IT, platform owners, executives managing the system
Project Lead	Create projects, manage queues, workflows, team assignments	Team leads, project managers, supervisors
Case Manager	Manage cases, assignments, workflows within their project	Case supervisors, team leads, quality reviewers
Case Worker	Create, update, comment on cases	Support agents, case handlers, processors
Case Viewer	Read-only access to cases	Executives, compliance officers, stakeholders

Default Permissions by Role

Organization Admin

• ✅ All platform features
• ✅ Manage users and roles
• ✅ Configure organization settings
• ✅ View audit logs
• ✅ Manage integrations
• ✅ Create and delete projects
• ✅ Manage all cases

Project Lead

• ✅ Create projects
• ✅ Configure project settings (queues, workflows, templates)
• ✅ Manage team assignments
• ✅ Create and manage workflows
• ✅ View all cases in their projects
• ✅ Create reports and dashboards
• ❌ Manage organization users
• ❌ Access audit logs

Case Manager

• ✅ Create and manage cases
• ✅ Assign cases to team members
• ✅ Move cases between queues
• ✅ Create workflows (in some projects)
• ✅ View reports for their project
• ✅ Comment and collaborate on cases
• ❌ Delete projects
• ❌ Create new projects
• ❌ Manage users

Case Worker

• ✅ Create cases
• ✅ Update cases they're assigned to
• ✅ Add comments and attachments
• ✅ View cases in their queue
• ✅ View case history
• ❌ Assign cases to others
• ❌ Move cases between queues
• ❌ Create workflows
• ❌ Delete cases

Case Viewer

• ✅ View all cases (read-only)
• ✅ Read comments and history
• ✅ View dashboards and reports
• ❌ Create or edit cases
• ❌ Add comments
• ❌ Change anything

Project-Level Roles

In addition to organization roles, users can have different roles within specific projects. Project roles override organization roles for actions in that project.

Available project roles:

• Project Admin
• Project Lead
• Contributor
• Viewer

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Creating a Custom Role

Create a role tailored to your specific needs:

1. Go to Settings → Organization → Roles (or Manage Roles)
2. Click Create Role or New Role
3. Give the role a name (e.g., "Billing Specialist", "Compliance Officer")
4. Add a description explaining when to use this role
5. Toggle individual permissions on or off:
   • Case Management (create, edit, delete cases)
   • Assignment (assign cases to users)
   • Workflow Management (create and edit workflows)
   • Reporting (create reports and dashboards)
   • User Management (invite and manage users)
   • Settings (change project or organization settings)
6. Click Save

The new role is immediately available to assign to users.

Example: Billing Specialist Role

Name: Billing Specialist
Description: Handles billing-related cases and can create billing reports

Permissions:
✓ Create cases in Billing project
✓ Edit cases in Billing project
✓ Comment on cases
✓ View reports
✗ Assign cases
✗ Create workflows
✗ Manage users

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Changing a User's Role

Organization-Level Role

1. Go to Settings → Organization → Members
2. Find the user
3. Click the role dropdown next to their name
4. Select the new role
5. Click Save or confirm

The change takes effect immediately.

Project-Level Role

1. Open a project
2. Go to Project Settings → Members or Team
3. Find the user
4. Click their role dropdown
5. Select the new project role

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Deactivating a User

Deactivate a user to remove their access without losing their data:

1. Go to Settings → Organization → Members
2. Find the user
3. Click ··· → Deactivate Account
4. Confirm

Deactivated users:

• Cannot log in
• Are removed from team member lists
• Their cases and history are preserved
• Can be reactivated by an admin

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Removing a User

Permanently remove a user from your organization:

1. Go to Settings → Organization → Members
2. Find the user
3. Click ··· → Remove from Organization
4. Confirm

Removed users:

• Lose all access immediately
• All their data remains in the system
• Cannot be recovered

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Teams

Teams group users for easier assignment, filtering, and workflow targeting.

Creating a Team

1. Go to Settings → Organization → Teams
2. Click New Team or Create Team
3. Give the team a name (e.g., "Customer Support", "Billing Team")
4. Add a description (optional)
5. Click Add Members to add users to the team
6. Click Save

Using Teams

• Assign to teams — Instead of assigning to one person, assign cases to an entire team
• Workflow routing — Route cases to "Customer Support" team instead of one person
• Reports — Filter reports by team to see team-level performance
• Notifications — Notify entire teams of important updates

Managing Team Members

1. Open a team
2. Click Add Members
3. Select users to add
4. Or click Remove next to a member to remove them from the team

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Bulk User Management

Manage multiple users at once:

1. Go to Settings → Organization → Members
2. Select multiple users using checkboxes
3. Click Bulk Actions or ···
4. Choose actions:
   • Change role — Update role for all selected users
   • Add to team — Add all users to a team
   • Deactivate — Deactivate multiple accounts
   • Remove — Remove from organization
5. Confirm the action

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Best Practices

1. Principle of Least Privilege — Give users only the access they need
2. Use Teams — Group related users to simplify assignment and reporting
3. Regular Audits — Review who has access and what roles they have
4. Custom Roles — Create roles for your specific team structures
5. Project-Level Roles — Use different roles in different projects based on need

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Next: Learn more about organization settings and profile & security.