# 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.