Administration
Configure and manage your ticket system — users, permissions, assets, and more.
Created April 1, 2026
Updated: September 16, 2026
Overview
The Administration section is where you set up and control everything behind the scenes of your ticket system. From here you can manage who has access, what they can do, and how your organization's assets are tracked.
Changes made here affect the entire system, so this area is typically handled by an admin or team lead.
Open it from Admin in the ticket system's top navigation (/ticket-system/admin). The page subtitle reads Manage ticket system settings, and an AI Assistant button sits at the top right.
Settings are grouped under section headers. Each card shows a count of the items it contains, and cards only appear for users whose role grants the matching permission.
User Management
Manage users, groups and permissions across the service desk.
Agents
Manage all service desk team members, permissions and access rights (formerly Ticket Team). Search by name or email, sort, and filter by role. Opening an agent shows the tabs Profile, Tickets, Assets, Groups, Departments, Schedules, and Roles.
Ticket Groups
Create groups of users that can be auto-assigned to tickets. Click New Group and enter a Name and Description. Inside a group, use Add Member to add agents and set a Default Assignee.
Roles
Create and modify roles to manage agent permissions. Click New Role, enter a Name and Description, then tick permissions from the checklist covering tickets, assets, knowledge base, analytics, and admin.
Departments
Manage departments and their associated members. Click New Department to add one.
Requesters
External contacts who submit tickets via widgets (formerly Ticket Requesters). The list shows Name, Email, Phone, and Tickets. Deleting a requester unlinks their tickets and assets.
Requester Groups
Create requester groups and manage permissions for members (formerly Ticket Requester Groups).
Business Hours
Assign work schedules to users to calculate their workload (formerly Work Schedule). Click New Schedule and enter a Name, Description, and Type:
- 24 hours 7 days a week
- 24 hours 5 days a week
- Business Hours (9 AM – 5 PM)
- Extended Hours (7 AM – 10 PM)
- Night Shift (10 PM – 6 AM)
- Custom Hours
Add Members to a schedule, and use Set as Default to make it the default schedule.
Asset Management
Track and manage your organization's hardware, software, and other assets.
Assets
Track hardware, software, licenses, and other organizational assets in one place.
Asset Types
Define and manage categories for your assets to keep your inventory organized. Click New Asset Type and enter a Name, Description, and Icon.
Vendors
Manage the vendors and manufacturers associated with your assets. Click New Vendor and enter a Name, Description, Website, Email, Phone, Address, and Contact Person.
Email Settings
Available to organization admins. Configure the outgoing email server for ticket system notifications. Choose one of three modes:
- Platform default — sends from
noreply@vinsi.ai. No setup required. - Manual SMTP — enter SMTP Host, Port, TLS/SSL, Username, Password, From Name, From Email, and Reply-To Email, plus Rate Limits per minute, per hour, and per day. Click Test Connection to verify your settings, then Save.
- OAuth Connected Account — click Connect Microsoft account or Connect Google account, and set a Reply-To Email.
AI Assistant 
The AI assistant can help you manage and configure your system faster. Ask it questions about your current setup, get recommendations on how to structure roles and departments, or have it walk you through any part of the administration settings.
Just describe what you're trying to set up and the AI will guide you through the steps — no need to dig through settings on your own.