Managing User Management
Learn how to manage users, groups, and roles for your organization.
Path: /settings/user-management
Managing Users and Groups
User and group management is org-level. Open Settings → User Management.
Understanding User Management
User management shows users who have roles (Platform or Desk) and the groups they belong to. Users and groups are synced from your identity provider (IdP). You assign roles and desk access via groups.
Role and group data is kept consistent in real time. Role names, group role assignments, and resource access information are reliably reflected throughout the platform, so what you see in the UI and what the API returns always matches the current state of your configuration.
Viewing All Users
Go to Settings → User Management → Users tab.
The table lists users with roles. Users without roles are hidden.
Use search (name/email), filter by role, and pagination to find users.
Click a row to open the user detail pane.
Viewing User Details
In the user detail pane:
Avatar, name, email
Groups - Groups the user belongs to, with roles (e.g., Platform admin, Desk agent).
Desks - Desks the user has access to, with desk-level roles (Manager, Agent, Observer).
Click a group or desk row to go to its settings.
Managing User Groups
Viewing groups
Go to Settings → User Management → Groups tab.
The table shows group name, roles, desks count, and members count.
Click a row to open the group detail pane.
Creating user groups
Groups come from your IdP. Use Import group to bring an IdP group into Harmony and assign roles and desks. You do not create groups in Harmony directly.
Editing group details
Open a group's detail pane.
Click Edit to open the Import/Edit group modal.
Change role assignments (Platform and Desk roles) and desk assignments.
Save. This replaces the group's existing role configuration.
Importing groups
Click Import group.
Select an IdP group from the dropdown.
Assign Platform roles (Platform admin, Platform agent, Platform observer) if needed.
Assign Desk roles (Desk manager, Desk agent, Desk observer) and select which desks each role applies to.
Save. The group's roles replace any previous assignment.
Deleting groups
Groups are defined in the IdP. To remove a group's access in Harmony, open Edit and clear all role and desk assignments, then save. The group remains in the IdP but no longer has Harmony access.
Assigning Users to Groups
Users are assigned to groups in your IdP (Okta, Entra, etc.). Harmony reflects IdP membership. To give a user access, add them to a group in the IdP and ensure that group is imported into Harmony with the right roles and desks.
Setting User Permissions
Permissions come from roles. Assign users to groups, then assign roles to those groups. See User Roles and Permissions for role descriptions.
Managing User Roles
Assigning roles
Assign roles at the group level:
Platform roles - Platform admin, Platform agent, Platform observer (org-wide).
Desk roles - Desk manager, Desk agent, Desk observer (per desk).
When importing or editing a group, select the roles and, for Desk roles, the desks they apply to.
Understanding role hierarchy
Platform admin - Full org access.
Platform agent - Broad access across desks.
Platform observer - Read-only org access.
Desk manager - Manages a specific desk.
Desk agent - Works tickets on a specific desk.
Desk observer - Read-only access to a specific desk.
Understanding role overlap
When a group has multiple roles that assign the same desk (e.g., Desk manager and Desk agent), the UI may show an overlap warning. Resolve this by simplifying role assignments so each desk has a single role per group, or by splitting into separate groups.
Viewing Resource Assignees
You can look up who has access to a specific resource using the dedicated resource assignees endpoint. This gives you a clear, up-to-date view of all users assigned to a given resource, making it easier to audit access and troubleshoot permission issues without having to cross-reference individual user or group records.
Related Resources
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