---
title: "Add, edit and remove user accounts"
description: "Create an account for a colleague on the Users screen, change the role or password of an account that already exists, and remove one when somebody leaves."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/nguoi-dung"
---

Everybody on a support team needs an account of their own. This page walks the
**Users** screen: creating an account, editing it, and removing it.

## Goal [#goal]

Your colleague holds an account of their own, on the right role, and you know
where to go back to when it has to change.

## Before you begin [#before-you-begin]

* Your own account must carry the **administrator** role. An agent who opens this screen gets **Access Denied** instead.
* The work address of the person you are about to create, and a starting password to hand them.
* Know which department they belong to — see [Departments and teams](/en/quan-tri/nhom-va-phong-ban).
* Workspace role and per-feature permission are two separate axes: [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).

## Steps [#steps]

1. Open **Administration** → **Users** in the left-hand navigation. The roster
   appears with a **Search users...** box above it.
2. Press **Create User** at the top right. An empty form opens under the heading
   **New User**.
3. Fill in **Full Name** and **Email**. That address is both the sign-in name and
   where notifications land.
4. Pick a **Role**. The select offers two values, printed in English in both
   console languages: **Administrator** or **Agent**.

   ![The user creation form with Full Name and Email filled in, the Role select showing Administrator, and the Team and Language selects beside it](https://helpdesk-docs.svr1.feedapp.click/images/docs/quan-tri/nguoi-dung/01-tao-tai-khoan.en.webp)

   *Role, Team and Language sit directly under the name and address.*
5. Pick a **Team** and a **Language**. **Team** is the department this person works
   in; **Language** sets the console language for them alone.
6. Type a **Password**. The hint under the label reads "Set an initial password for
   this user." — hand that password over on a separate channel.
7. Press **Save**. The console returns to the roster with the new account in it.
8. To edit later, press **Manage User** on that person's row. Leaving **Reset
   Password** empty keeps the password they already have.
9. To remove somebody, expand their row in the roster and press **Delete User**, or
   use the **Delete** button on the detail screen.

## Verify [#verify]

Go back to **Administration** → **Users** and find the name you created. The row
carries a role badge next to the name and the email address underneath. Expand
that row: the **Team** field reads the department you picked rather than
**None**. Ask the person to sign in once, which is the only proof the starting
password works.

> **There is no disabled state:** The console has no switch that suspends an account: the `users` table carries
> no status column. The only way to take access away is **Delete User**, and the
> confirmation says so — "Permanently delete this user. This action is
> irreversible." To keep the history while stopping the writes, move the person
> onto a read-only group instead of deleting them; see
> [Grant per-feature permissions](/en/quan-tri/phan-quyen).

## Troubleshooting [#troubleshooting]

| Symptom                                  | Cause                                                             | What to do                                                                                        |
| ---------------------------------------- | ----------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- |
| The screen reads **Access Denied**       | The signed-in account is not an administrator                     | Ask an administrator to do it; the console prints "You must be an administrator to manage users." |
| Saving fails on a duplicate address      | That address already belongs to another account                   | Search for the address and edit the existing account instead                                      |
| No delete button on your own row         | The console refuses to delete the signed-in account               | Ask another administrator; the hint reads "You cannot delete your own account."                   |
| The **Groups** block never appears       | You are on the creation form, which has no id to attach groups to | Save the account first, reopen it, then tick the groups                                           |
| The new person signs in but cannot write | The per-feature axis is refusing them, not the role               | Read [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen)                          |

## Next steps [#next-steps]

* [Grant per-feature permissions](/en/quan-tri/phan-quyen)
* [Departments and teams](/en/quan-tri/nhom-va-phong-ban)
* [Invite a teammate](/en/bat-dau/moi-dong-nghiep)