Summary
The Planhat "User" model corresponds to users of Planhat - i.e. you and your colleagues, working in your Planhat tenant
You can add and manage Users via the "Users" part of the "Settings" Global Tool (which you can find in the "System Admin" menu)
When you create a new User, you need to assign them a User Type (e.g. "Core"), assign them a (Service) Seat if applicable, and specify an appropriate Role that sets their permissions
You can change User Type or assign Seats after User creation
Who is this article for?
Planhat builders/admins (e.g. CS Ops) who manage Planhat for their organization
Potentially HR professionals, if they manage users within Planhat
Article contents
Introduction
In Planhat, you and your colleagues are records of the "User" model - corresponding to users of Planhat. You may also hear Users referred to as "Team Members".
(Note that this is different from the End User model, which corresponds to people at "Companies", which are your customers and prospects.)
You can add and manage Users within the "Users & Roles" part of the "Settings" Global tool for admins.
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When you add a new User, you assign a User Type (out of "Core", "Productivity" and "View") and a Role (such as "Administrator" or "CSM"). For Core and Productivity Users, you also have the option of assigning a "Service" Seat (corresponding to Service Delivery functionality), if you have the relevant package enabled in your Planhat tenant. You can only assign Role that's suitable for the User Type and Seat status you've given that User - meaning that all the permissions align correctly.
Within your User Overview in the "Settings" Global Tool, you can see how many of each User Type and Seat you have available to assign.
You can also easily edit Users from this main screen - e.g. change Roles for a User.
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In this article, we'll take you through where and how to add and manage Users.
How to add a new Planhat User
To add a new User (teammate) to your Planhat tenant:
Go to the "Settings" Global Tool, by clicking on your tenant name or logo in the top left, and selecting "Settings" from the "System Admin" menu
Within Settings, scroll down to the "Users & Roles" category, and click on "Users"
Click on the orange "Add user" button in the top right
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Enter the email address of your new User, and then click the orange "Next" button in the bottom right
This will open up a form to fill in as shown below. We describe the different parts in the next steps
"Display name", "First name" and "Surname" are required fields (as is stated in the modal) - you will need to populate these in order to activate the "Save" buttons in the bottom right. You can optionally add an External ID - this is a unique identifier (code/reference) for the User from an external system, such as your own product
You can choose whether:
You want to save the User for now and send them an invitation email later
In which case, leave the "Invitation email" toggle off
A typical use case is that you are in the process of setting up your Planhat tenant
Or send them the invitation email when you save/create them
In which case, change the "Invitation email" toggle to on, and you will see that the bottom right of the modal updates so there is only a single "Save and send invite" button
This option is commonly used when you already have your Planhat tenant up and running
Similarly, use the "Notifications" toggle to choose whether you'd like notifications to be enabled for this User or not at this stage
You can edit this later - e.g. start with notifications disabled, and then enable them later on, when you're ready
Optionally, click "+ Show all settings" to fill in additional details
The fields shown here are configured in the Profile (in the "Data Model" Global Tool) for the User model
In the next part of the form, you select a "User Type" from the dropdown menu:
"Core" – full functionality
"Productivity" – limited functionality, but full access to Pages and Conversations
"View" – read-only access to everything, with no create or edit permissions
🚀 Tip: You can change the User Type later on, after User creation
If you select "Core" or "Productivity" User Types, and your tenant has access to Service Delivery functionality (i.e. your organization has purchased the "Advanced Service" line item), this will open up an additional dropdown menu where you can assign a "Service" Seat
🚀 Tip: You can also assign Seats later on, after User creation
Next, use the "Roles" dropdown menu to assign a Role to the User
Note that only Roles that are aligned with the User Type and Seats are selectable in the list - if you try to select a Role that has more permissions enabled than come with the chosen User Type and Seat status, you will see a tooltip explaining why it's not possible, as shown in the examples below
Finally, click on a button in the bottom right of the modal to save your User and close the modal
If the "Invitation email" toggle switch is disabled, you can choose between "Save as deactivated" and "Save and activate"
If the "Invitation email" toggle switch is enabled, this will change so the button is "Save and send invite"
Limits
The maximum numbers of Users of each Type, and Seats, are specified in your contract, and set within the "Admin Settings" of your Planhat tenant by Planhat staff ("Super Admins").
You can check how many of each Type/Seat you have available via the panel in the right-hand side of your Users view.
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When you're creating a new User, if you try to assign a User Type or Seat where you have already used up your allowance, you will see a message in the app informing you of this (see examples below), and you will be unable to save/create the User.
Managing existing Planhat Users
Within the "Users" part of the "Settings" Global Tool, you can view all your Users in a table form, and you can make changes to existing Users, both individually and in bulk.
Like other data tables, you can customize which columns are shown here (via the slider icon).
You can use the toggle switches to activate/deactivate Users, and enable/disable notifications. You can also activate/deactivate multiple Users in bulk (as shown in the screenshot below).
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To change the Role of a User, you can click on the Role for that User in the table, and it will open up a dropdown where you can deselect/select Roles via the checkboxes. As we saw above for new User creation, you will not be able to assign a Role if that User has a User Type or Seat allocation that isn't sufficient - Roles that aren't suitable are shown grayed out in the list, and if you mouse over one it will tell you why it's not applicable (like in the example below).
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You can show User Types and Seats as columns here too, and you can make changes to these properties directly in the table. Like when you're creating a new User, you won't be able to assign a specific User Type or Seat if you have already used up the allowance - it will be grayed out in the list.
Viewing User Full-Page Profiles
From this table you can also go to each User's Full-Page Profile, where you can see/edit further details about the User.
To navigate to a User's Full-Page Profile, you click on their name in the User column (tooltip: "Open in profile").
This will open up the User Full-Page Profile like so:
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Here you can view additional information, such as tasks and emails associated with that User, as well as make change to the User fields/properties.
Additional resources
You can optionally assign Users to (custom) Teams, such as the EMEA CSM Team, or the Sales Team, or the Leadership Team, and so on. You can then use these Teams in different places in Planhat, e.g. in filtering. You can read about Teams here.
You can also view an overview of Planhat Users and Teams via the video below, but note that it is a little out of date now.