Set Up Workspace Users and Access
Invite the right people, choose owner, admin, and engineer roles, and make sure only field workers appear in scheduling flows.
Before you start
- You can sign in as a workspace owner or admin.
- You have the email addresses for office users and engineers.
- You know who should manage the workspace and who should only complete field work.
Expected outcome
Every team member has their own account, the right workspace role, and the correct scheduler or field-work visibility.
Choose the role before inviting the user
| Role | Use it for | Avoid using it for |
|---|---|---|
| Owner | The person responsible for workspace setup, billing visibility, and major access decisions. | Day-to-day field accounts. |
| Admin | Office staff who manage sites, scheduling, inspections, reports, customers, and follow-up work. | Engineers who only need mobile field work. |
| Engineer | Field staff who complete assigned work in the mobile app. | Office users who need broad admin controls. |
Use named accounts for every person. Do not share one login across the office or field team.
Invite users
- Open the admin portal.
- Go to Organization or Users, depending on where your team manages members.
- Start the invite flow.
- Enter the user email address carefully.
- Choose the workspace role.
- Send the invite.
- Ask the user to open the invite from their own email account and complete sign-in.
Confirm the user landed in the right workspace
After the user accepts the invite:
- Ask them to sign in.
- Ask them to confirm the workspace name shown in the product.
- If they belong to more than one workspace, ask them to switch to the workspace you invited them into.
- If they accepted the invite but do not see the expected workspace, ask them to reopen the browser invite link, then sign back into the admin portal or mobile app.
Set field-work visibility
Use field work only for people who should receive live assignments.
- Open the member or user record.
- Confirm their workspace role.
- Enable field work for engineers who need to appear in assignment pickers.
- Keep field work off for office-only coordinators.
- If the person should manage scheduling but not complete jobs, confirm their scheduler access without enabling them as a field assignee.
Check feature visibility
Some workspaces do not expose every desk to every user. If a page or action is missing:
- Confirm the user is in the right workspace.
- Confirm their role.
- Confirm whether the workspace has that feature enabled.
- Confirm whether the user has a member-specific override.
- Only raise it as a product issue after those checks are complete.
Safe access habits
- Remove or deactivate users when they leave the team.
- Review field-work eligibility before every large scheduling rollout.
- Keep owners limited to people who should make workspace-level decisions.
- Use support reasons when an admin support action changes someone else's access.
- Re-check access after changing a user's role or field-work setting.
Troubleshooting
| Problem | What to check |
|---|---|
| The user cannot see the workspace | Confirm they accepted the invite for the same email address they use to sign in. |
| The user sees the workspace but not the expected page | Check role and feature availability. |
| The engineer is missing from assignment lists | Confirm field work is enabled for that member. |
| An office coordinator appears as an assignee | Turn field work off for that member. |
| A user sees the wrong customer or site data | Confirm they are in the correct workspace before changing records. |