A support tool is only as effective as the team using it. Whether you’re a two-person startup or a growing team with dedicated support agents, Heedback’s team management features help you organize access, define responsibilities, and keep collaboration smooth. This guide covers everything from inviting your first teammate to configuring role-based permissions.

Prerequisites

Before you begin, make sure you have:

A Heedback account with owner permissions (the person who created the organization is the owner by default)
Email addresses for the team members you want to invite
A rough idea of who should have which level of access

Step 1: Invite Team Members

Navigate to Settings → Team in your Heedback dashboard. Click Invite Member and enter the person’s email address.

The invitee receives an email with a link to join your organization. If they already have a Heedback account, they’re added immediately. If not, they’ll create an account as part of accepting the invitation.

You can send multiple invitations at once. Pending invitations appear in the team list with a “Pending” status until the recipient accepts.

Tip: Write a brief internal message to new invitees explaining what Heedback is used for in your organization and what their responsibilities will be. Context upfront saves onboarding time later.

Step 2: Understand Roles and Permissions

Heedback uses three roles, each with a distinct level of access:

Owner:

Full control over the organization, including billing, settings, and integrations
Can invite and remove any member, including other admins
Can delete the organization
Can transfer ownership to another member
Every organization has exactly one owner

Admin:

Can manage team members (invite and remove agents, but not other admins)
Full access to all conversations, knowledge base, feature boards, and changelog
Can configure integrations and webhooks
Can manage organization settings except billing and ownership

Agent:

Can view and respond to conversations assigned to them or unassigned
Can create and edit knowledge base articles
Can manage feature board posts and comments
Cannot access organization settings, integrations, or billing
Cannot invite or remove team members

Choose the role that matches each person’s responsibilities. Most support team members should be agents — reserve admin and owner roles for people who need to configure the platform itself.

Step 3: Assign Conversations

When a customer starts a conversation, it lands in the shared inbox as unassigned. Any team member can pick it up, but for larger teams, explicit assignment prevents duplicate work and ensures accountability.

To assign a conversation:

Open the conversation in the inbox.
Click the Assignee dropdown in the conversation header.
Select a team member from the list.

The assigned agent receives a notification (push and/or email digest, depending on their preferences), and the conversation moves to their personal queue. Other team members can still view the conversation, but the assignee is the primary responder.

When to assign vs. leave unassigned: For small teams (2-3 people), leaving conversations unassigned and letting whoever’s available pick them up works fine. For larger teams, assign conversations during triage to avoid the “bystander effect” where everyone assumes someone else will handle it.

Step 4: Collaborate on Conversations

Support doesn’t always happen in isolation. Heedback supports team collaboration within conversations:

Internal notes: Add notes to a conversation that are visible only to your team, not the customer. Use these to share context, tag a colleague for input, or document a resolution for future reference.
Reassignment: If a conversation needs a specialist’s input, reassign it to the right person. The conversation history and internal notes transfer with it.
Conversation status: Mark conversations as open, snoozed, or closed. Snoozed conversations reappear after a set time — useful for “check back in 3 days” situations.

These features mean your team can handle complex issues collaboratively without the customer ever seeing the internal coordination.

Step 5: Remove or Update Members

People leave teams, roles change, and access needs to be adjusted. To modify a team member’s role or remove them:

Go to Settings → Team.
Find the member in the list.
Click the three-dot menu next to their name.
Choose Change Role or Remove Member.

Removing a member revokes their access immediately. Conversations previously assigned to them become unassigned and return to the shared inbox. Their internal notes and message history remain intact for continuity.

Transferring ownership: If the organization owner is leaving, they must transfer ownership to another member before being removed. This is done under Settings → Team → Transfer Ownership.

Tips and Best Practices

Start with the least privilege. Give new team members the agent role first. Promote to admin only when they need access to settings or integrations.
Don’t let unassigned conversations pile up. If conversations sit unassigned for more than a few minutes, your triage process needs work. Consider designating a daily triage lead.
Use internal notes liberally. They’re free, searchable, and invaluable when a different agent picks up a conversation days later. A two-line note saves ten minutes of context-gathering.
Review team access quarterly. People change roles, leave the company, or no longer need access. A periodic review keeps your team list clean and your data secure.
Set up notifications for every team member. A team member without notifications enabled is a team member who won’t respond on time. Walk new invitees through the notification setup during onboarding.

Notifications — Ensure every team member is set up to receive alerts so conversations get timely responses.
Support Inbox — The inbox is where your team’s work happens. Well-managed teams keep the inbox organized and response times low.
Integrations — Admin-level permissions are required to configure integrations. Make sure the right people have the right access.
AI Auto-Reply — AI handles first responses when your team is offline or busy, bridging the gap until a human agent takes over.