Changing someone's email
← All help
Everyday work
Working the ticket queue
The bell: what it tells you
Undoing a ticket you moved by mistake
Getting tagged in Slack
Finding what just changed
Right-click a ticket to deal with it
Reading a call transcript
Features you can turn on and off
Call transcription
Transcript enrichment
Ticket detection
AI-answered call tickets
/todo notes make tickets
Unanswered-call tickets
Turning features on and off
What moves with them, what stays, and what breaks if you get it wrong.
On the Users page, type a new address next to someone and choose Change email. Only Developers and Admins can see this.
What comes with them
- Their login — they sign in with the new address.
- Every open ticket assigned to them.
- Any assignment automation pointing at them.
What stays as it was
The record of what they have already done keeps their old address: tickets they resolved, notes they wrote, settings they changed. That is deliberate. A history that gets rewritten is not a history, and it should say what was true at the time.
The change itself is recorded, so an old address in the history can always be traced to the person who now uses a different one.
ⓘThe old address stops working straight away. If you type it wrong, that person cannot sign in until you fix it — so the page asks you to confirm first.