Teammates & access

A team belongs to a workspace. You add teammates in Workspace settings, under Team, and choose what each one can do and see there. The same person can run one workspace as an admin and help in another as a teammate.

Sharing

Updated 2026-10-283 min read

The app gives each person abilities, not a job title.

People

01OwnerEvery workspace, the seats and billing

02Workspace adminRuns one workspace and its team

03TeammateWorks its cases with the abilities you give

04ClientSees shared cases in the portal

Fig. 01Who reaches what. Teammates are set per workspace; clients only see the cases you share.

Add or remove a teammate

Opens on Pro (Plans & limits).

Click the gear beside the workspace name: Workspace settings.
Under People, choose Team.
Click Add teammate and type their email.
Tick Invite as workspace admin to let them run this workspace.
Click Send invite.

Already on your team elsewhere? They join at once. Otherwise they get an email with Accept invite and sign in with Google as that address. Pending invites last 14 days: Resend or Cancel.

A closed envelope — Fig. 02An accepted invite makes a teammate of one workspace. They see its cases, nothing else.

An ID badge on a lanyard — Fig. 02An accepted invite makes a teammate of one workspace. They see its cases, nothing else.

One seat per person, in any number of workspaces. A pending invite holds a seat. Clients take none.
Remove from this workspace, on their card, drops them from it and its cases at once, and pauses automations they set up. Other workspaces are untouched.

What a teammate can do and see

Click a teammate's card, then Configure access:

Capabilities: Update cases, Delete cases, Add activity, Sensitive data, Compose emails, Manage file categories. New teammates have Add activity. Everyone reads the workspace's cases.
Dashboard views: none ticked gives every view. Tick some to allow only Details plus those.
Only show cases assigned to this teammate hides cases they are not on (People on a case).

The Team section of Workspace settings. Alex Morgan is the owner. Jordan Park's card is open on Configure access: capabilities with only Add activity ticked, the Map, Calendar and Analytics views, and Only show cases assigned to this teammate. Below is the Workspace admin box. — Fig. 03A teammate's card, open on Configure access.

Fig. 03A teammate's card, open on Configure access.

Under Access, untick the file categories and fields they should not see. While every box is ticked, later categories and fields show too. Save changes, at the top, saves all of workspace settings.

A folder holding pages, with a colored tab — Fig. 04Access is a filter. The ticked categories and fields pass through; the rest never render for them.

A funnel — Fig. 04Access is a filter. The ticked categories and fields pass through; the rest never render for them.

Ask for access

Try something an admin has not given you, and the app names it ("Your admin hasn't given you Update cases") with a Request access button. The owner and the workspace's admins get a notification. It opens the Team settings, where they tick the box and click Save changes. A second ask the same day sends nothing. A feature missing from the plan shows the upgrade message instead.

A bell — Fig. 05A refused action becomes a request. An admin ticks the box and the teammate has it.

Workspace admins

Tick Workspace admin on a card, then click Save changes. Only the owner and admins see the gear, Templates and Email templates in the sidebar.

Workspace admin

01TeamAdd, remove, configure

02ClientsThe portal's baseline

03TemplatesDocuments and email templates

04Mailboxes & filtersThe workspace's views

Fig. 06An admin runs one workspace. Billing and seats stay with the owner.

Admins see every category and field.
They start with every capability except Delete cases and Sensitive data, which you can switch on.
They give no more than they hold, and never change their own access.

Sensitive fields

In Workspace settings, choose Sensitive fields, tick the fields, and click Save changes.

A card of labeled values — Fig. 07A sensitive field sits behind a padlock. Only the Sensitive data capability opens it.

A closed padlock — Fig. 07A sensitive field sits behind a padlock. Only the Sensitive data capability opens it.

Only the owner and teammates with Sensitive data read them. Clients never do.
In a case, click Show sensitive. Settings, Preferences, Show sensitive values by default shows them always.

Your own account

Joining a team never changes your account: its plan and workspaces stay yours. In theirs you work on their plan, and the owner pays. The pricing page buys for your own account.

Workspace picker

01Your workspacesYour plan, your billing

02Another companyTheir plan, their billing

Fig. 08The picker shows whose each workspace is.