Managing users
Everyone who works in CRMSix has a user: their email address, password and profile, which decides what they can see and do. Admins manage users in Settings → Users.
Add a user
- Go to Settings → Users and choose New User.
- Enter their full name and email address. They sign in with this email and your organization’s sign-in name.
- Choose a profile.
- A password is filled in for you, following your organization’s password rules. Keep it, generate another, or type your own.
- Choose Create User, then Copy the sign-in details and send them to the person. The password isn’t shown again.
Each active user takes one licence. If every licence is in use, a new user can’t be added until one is freed.
Profiles
A profile decides what a user can do. CRMSix has three built-in profiles, and admins can create their own.
| Profile | Typical use |
|---|---|
| Agent | Works cases, accounts, contacts, leads and opportunities |
| Manager | Everything an agent does, plus reopening cases, assigning work, managing reports, support teams and price books |
| Admin | Everything, including Settings: users, security, data model, automation and integrations |
To create your own, for example “Billing Agent”, go to Settings → Profiles, start from an existing profile and choose its permissions. On the profile’s page you can also set what it can do with each object’s records (read, create, edit, delete). Which page layout each profile sees, and which fields it can see or change, are set per object in Settings → Data Model.
Edit or deactivate a user
In Settings → Users, choose Edit on the user to change their name, email address, profile or whether they’re active.
- Deactivate someone who leaves by unticking Active. They can’t sign in any more, their licence is freed straight away, and everything they created or own stays as it was. Users are never deleted, so history stays complete.
- Reactivate them the same way; they need a free licence.
- You can’t change your own profile or deactivate yourself: ask another admin.
- Changing someone’s email address means they must verify the new one before they can email customers.
Tick Show inactive on the Users list to see deactivated users.
The user’s page
Click a user’s name to see their details and:
- Login history: each sign-in with its time, type (password, single sign-on, mobile app…), browser, IP address and whether it succeeded.
- Email verification: whether they’ve verified their email address. Until they do, they can’t send email to customers from CRMSix; you can send the verification link again.
- Single sign-on identities linked to them, if your organization uses SSO.
- Recent changes to their user (who changed what, and when).
Passwords and lockouts
- Reset password (on the Users list or the user’s page) sets a new password for them: keep the one suggested or type your own, then choose Set Password. Send it to them; depending on your Security Settings they’ll have to choose their own when they next sign in.
- After too many wrong passwords in a row, a user is locked out for a while (set in Security Settings). Unlock lets them try again straight away.
- People can change their own password in My Settings, and use Forgot password on the sign-in page.
- People who sign in with single sign-on follow your identity provider’s password rules instead.
Sign in as a user
To see exactly what someone sees, open their page and choose Sign in as. A yellow banner stays at the top while you work as them; Return to … in the banner takes you back. It works for active agents and managers (not other admins), lasts up to an hour, and appears in their login history with your name. Anything you change shows them as the person who changed it, so take care.
Licences
- Each active user takes one licence; inactive users don’t.
- Settings → Users shows how many licences are free; Settings → Licences & Billing shows your plan, licences in use and invoices.
- When every licence is in use, you can’t add or reactivate users (including new users created by single sign-on) until you deactivate someone or CRMSix adds licences.
- Sandboxes don’t use licences.
Troubleshooting
- “All N user licences are in use”
- Deactivate someone who no longer needs CRMSix, or contact CRMSix to add licences.
- A user says their password doesn’t work
- Check their page: they may be locked out (choose Unlock) or inactive. Otherwise use Reset password.
- A user can’t send email to a customer
- Their email address isn’t verified yet. They should open the link CRMSix sent them, or you can send it again from their page.
- A user can’t see a tab or a button
- Their profile doesn’t allow it. Check the profile’s permissions and object permissions in Settings → Profiles.