People and organization accounts

Organization administrators use Accounts to invite people and manage roles. Microsoft 365 controls directory sync, agent security-group membership and the sign-in list. People shows presence and direct conversations with IT Support; it is not an inventory of employee profiles or a replacement for Accounts.

Invite a person

  1. As an administrator of the intended organization, open Accounts and Invite a person.
  2. Enter First name, Last name and Email. One email address represents one Empeiro account; an address already used by another account cannot be reused freely.
  3. Choose Role: Requester for ticket submission or Agent for support work.
  4. Tick Administrator only for someone who should manage accounts and Microsoft 365. An administrator is also an agent.
  5. Select Invite and make a link. The account appears under Everyone in your help desk.
  6. In Invite link for …, select Copy and deliver the link to that person if the delivery note says it was not emailed. The link is shown once, works once and lasts one hour. Select Done after delivery.
  7. The recipient opens the link and chooses their own password: at least twelve characters, with common passwords refused. Nobody administering the account needs to know that password.

Microsoft-synced people do not need a manual invitation merely to appear in the directory. Their ability to sign in still depends on the organization sign-in policy. Keep the firm's real directory import on hold until security-release clearance is given.

Read the account list

Rows show name, email, title, invited/directory source, Microsoft linking where applicable, invitation status, last sign-in and whether the person is on the sign-in list. Hasn't signed in yet, link still good, and no working link distinguish account creation from acceptance.

Change roles

Tick or untick Agent beside the person. Tick or untick Administrator for an existing Empeiro account. Changes save immediately; review the resulting row or displayed error. Protections prevent removing the last working administrator.

Agent (security group) means the role follows the selected Microsoft security group; change membership in Microsoft and run a successful sync. Review manual agent status as well: membership and manual grants are separate paths. Do not grant Administrator just to let an employee submit tickets.

  1. Find the account and choose Re-send invite before acceptance, or New password link for an active account.
  2. Copy and securely deliver the replacement if it was not emailed. The former pending link stops working.
  3. Revoke link, when present, invalidates a pending link. It does not delete the active account.

For recovery, the person sets their own replacement password. Your administrator should never request their current password or a one-time authentication code.

Remove an Empeiro account

Select Remove beside another account, read the confirmation and confirm Remove. Its password, passkeys, links and sign-ins stop working; tickets remain. A person sourced from Microsoft stays in the Microsoft directory. The action does not disable their Microsoft account or replace the separate sign-in-list and directory-exclusion controls.

To control who may enter during a pilot, use Who can sign in on Microsoft 365 and verify the effective access stated there. See Connecting Microsoft 365. Organization administrators remain allowed under the organization's access policy.

Presence and direct conversations

  1. Open People. In Empeiro right now shows connected users and enabled virtual assistants. A virtual assistant's presence is not evidence a human agent is available.
  2. Under IT Support, select a named agent. An online/away indicator, last message and unread count help you choose and follow the conversation.
  3. Write your message and send it using the conversation's Send control. Supported picture attachments use the same attachment controls as other conversations.
  4. Open the conversation later to read responses; opening it marks received messages read. People in the conversation header returns to the list.

Direct conversations are separate from tickets and do not themselves submit a new ticket. Use Submitting and following tickets when an issue needs tracking, routing and assignment.

← Working the ticket queue