When you begin to customize the system, think about the different types of users and how their role affects the access they need.

Users in multiple groups receive the superset of those groups' access settings. Users can also belong to multiple teams, but must always have a Primary Team to set important defaults. For easier maintenance, we recommend keeping the number of groups relatively small.

A first step in defining your processes and customizing the system is to consider the different sets of users who will be using the application and what kinds of access they will need.

Users in Agiloft belong simultaneously to both groups and teams. A user can belong to multiple groups (receiving the superset of those groups' permissions) and to a primary team with additional teams. A user's access to the system – the tables and tabs they see, the records they see, the fields they see, the types of records they can create and edit, and the available menu actions – depend on group memberships. While you can create as many groups as you need, keeping the number of groups relatively small tends to make system maintenance easier.

A user's primary team determines what look and feel scheme they see – so you can have customers on different teams actually seeing a differently branded interface with different logos and colors. Staff Teams are generally used to define functional groups to whom tickets will be assigned and emails sent.

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Terminology

A note about terminology: We use the term end user to mean users who access the system through the end user interface, a simplified interface that allows them to create records of any kind, view any records made available to them, edit records defined as their own, and view any FAQs made available to them. These users cannot edit records defined as belonging to other people and they use the unlimited end user license.

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Both end users and staff users may be employees of your company. Staff users require their own named license or may share a concurrent staff license.