Customizing team roles and permissions

A role decides what a person can open and change in Run a Call. Every account starts with five built-in roles. If none of them fit someone exactly — a lead tech who books follow-ups, an office manager who shouldn't see payroll — duplicate a built-in role and adjust it.

Who can do this: owners and admins, from Settings → Team → Roles.

The built-in roles

What each role can do

Give someone a role

1. Go to Settings → Team.
2. On the Members tab, click ⋯ on the person's row and choose Edit profile.
3. Pick the new Role and click Save changes.

The change takes effect the next time they load a page. You pick a role when you invite someone, too — see How to add new team members.

Make a custom role

Built-in roles can't be edited. You start a custom role from a copy.

1Duplicate the closest built-in role

On the Roles tab, click ⋯ next to the role that's closest to what you want and choose Duplicate. (Choose View permissions to look at a built-in role without changing anything.)

2Name it

Give the role a Role name (for example Senior Tech) and, if you like, a line under What this role is for. The copy starts with exactly the same permissions as the original; the original doesn't change.

3Choose the app

Under Which app do they use?, turn on Office app (the schedule, customers, invoices, and reports on a computer), Field app (what techs use on a phone), or both. At least one must be on.

4Choose what they can use

Under What can they use?, switch each area on or off. When an area is on, pick how much they can do there:

5Set money and job visibility

• Can see prices — prices and totals on jobs, quotes, invoices, and the price list. With it off, the estimate builder in the field app and Drive Mode shows "—" for each line's amount, and the option total still shows so the tech can tell the customer the price.
• Can see costs and profit — what things cost you and what you made on each job. Turn on prices first.
• Can change prices and discounts — with it off, techs in the field app use your price book prices. See Stop techs from changing prices in the field app.
• Can run payroll — pay rates, payroll totals, exports to QuickBooks or Gusto, and fixing time inside a locked pay period. Needs Timesheets & Payroll set to Everything. Only the owner can hand this out.
• Which jobs can they see? — All jobs, or Only their own. Only their own also hides other people's customers, messages, and photos, and in the mobile app they can open only the jobs they're assigned to. With All jobs, they see every job, in the app too.

6Create the role

Click Create role. It appears in the Roles list, and you can assign it to people from Edit profile.

What the Invoices level unlocks

The level you pick for Invoices & Payments decides which money actions a person sees on an invoice:

Out of the box, owners and admins have Everything; the Dispatcher, Field Tech and Comfort Advisor roles have Look and change. See Voiding and deleting invoices and Refunds and credits.

Who can export data

Exports under Settings → Import & export hand a whole book of records to an email address, so every export needs Customers set to Everything. On top of that, each file needs the matching area on the same role, so nobody can export more than they could see on the page:

The export page only offers the files the person's role allows. See Exporting your data.

Let someone other than the owner run payroll

Out of the box only the owner sees pay rates, the Payroll and Export tabs under Team → Time, and can correct time inside a locked pay period. If someone else runs payroll for you — an office manager, a bookkeeper — the owner can give them that without handing over the account:

1. Sign in as the owner and go to Settings → Team → Roles.
2. Click ⋯ → Duplicate on Admin (or whichever role they're on) and name it, for example, Office manager + payroll.
3. Set Timesheets & Payroll to Everything, then turn on Can run payroll under Money and jobs.
4. Click Create role, then put the person on it from Members → ⋯ → Edit profile.

They'll see the Payroll and Export tabs the next time they open Team → Time. Admins can't give out this switch, only the owner can. Billing, integrations, and the owner's own row stay with the owner.

Stop techs from changing prices in the field app

Turn off Can change prices and discounts when you want techs to quote and bill at your price book prices. With it off, in the field app (and in Drive Mode) they can't change:

• package (option) prices on estimates,
• discounts,
• the price of a price book line, on an estimate or on a job's lines.

Lines that aren't from the price book (custom lines) can still take a price, so a tech can still add work that isn't in your book.

The built-in roles can't be edited, so copy the role your techs are on first:

1. Go to Settings → Team and open the Roles tab.
2. Click ⋯ on the role your techs use (for example Field Tech) and choose Duplicate.
3. Give the copy a Role name, turn off Can change prices and discounts under Money and jobs, and click Create role.
4. Open the Members tab. For each tech, click ⋯, choose Edit profile, pick the new role under Role, and click Save changes.

There's no bulk role change, so step 4 is one person at a time. The new role applies the next time each tech opens the app.

If you also want techs to stop seeing line-by-line amounts, turn off Can see prices on the same role. Keep in mind that switch also hides prices on jobs, invoices, and the price list.

Edit or delete a custom role

• Edit: click ⋯ → Edit role, make changes, and click Save changes. Changes apply to everyone on the role the next time they open the app.
• Delete: click ⋯ → Delete role. If people are on the role, pick another role under Move them to and click Move & delete. Deleting can't be undone.

Related

• How to add new team members
• Managing user profiles
• Deactivating a team member
• Account settings overview