Inviting your team

Inviting someone

Go to Settings → Users and press Invite User. You need two things: their email address and the role they should have. That is the whole form.

They get an email with a link that puts them straight into your team. You do not create an account for them, you do not pick a password, and you do not have to tell them anything in advance.

Note: If the address already has a pending invitation for your team, or the person is already a member, the form will say so instead of sending a second invite. That is usually the answer when someone says they never received one: check the pending list before sending again.

The two roles

The role decides how much of Zuzana the person can reach. It is deliberately a blunt instrument, because the fine-grained control lives elsewhere.

• User 🎧 An agent. They work in the helpdesk: reading, replying, tagging, snoozing, closing. They do not get the settings area, so they cannot change your policies, workflows or knowledge by accident. This is the right role for most of your team.
• Admin 🛠 Full access, including everything under Settings. Give it to the people who actually configure the AI.

Only an Admin can invite another Admin.

Note: A User can be given access to a single settings area without becoming an Admin. Manage Macros is the first of these permissions, so a senior agent can look after the team's wording and nothing else. See Capabilities.

What happens when they accept

It depends on whether they have used Zuzana before, and both paths take seconds.

• New to Zuzana ✨ They open the link, type their name, and they are in. No password to invent, no email to confirm.
• Already has an account 🔁 Common when someone works across two teams or agencies. The link adds them to your team and drops them straight into it. They can switch between teams afterwards.

Nobody gets a password

Zuzana has no passwords at all. To sign in, you enter your email address and get a link that logs you in, valid for a short while. That is the entire login.

It means there is nothing to leak, nothing to reset, and nothing for an agent to write on a sticky note. It also means access is controlled entirely by the mailbox: when someone leaves, remove them from the team and the door is shut.

Pending invitations

Everything you have sent and nobody has accepted yet sits in a Pending Invitations list at the top of the Users page, with who sent it and when it runs out.

• An invitation lasts seven days ⏳ After that the link stops working and the invitation shows as expired.
• Resend 📨 Sends the email again and gives it another seven days. Use this for an expired one rather than starting over.
• Cancel 🚫 Removes the invitation and kills the link. Use it if you sent it to the wrong address.

Once they are in

Being a member of the team is not the same as seeing the right work. Two settings decide what actually lands in front of them, and they are worth doing on day one rather than after the first confused week.

• Squads 🧩 Which group they belong to. See Squads.
• Capabilities 🎚 Which markets, channels and topics they handle. Someone who only speaks Danish and only does returns should only be offered Danish returns. See Capabilities.

Good habits

Invite people as User unless they will configure the AI. It is not about trust, it is about blast radius. A changed policy affects every future reply, and it is easy to change one by accident while exploring.

Use the person's real work address. Shared mailboxes as logins mean you cannot tell who replied to a customer, and everything in the helpdesk is attributed to the person who did it.

Set capabilities before their first shift. A new agent facing the whole queue in five languages will pick the wrong tickets, and the queue is the first impression they get of the tool.

Tidy up when people leave. Remove them from the team the same day. Their history on the tickets they handled stays where it is.