10.2. Create Users, Assign Roles (Admin, Technician, Dispatcher), and Manage Accounts

Navigate to Settings > General in the sidebar to open Admin Settings, then select Users under Organization & Access. The User Management page includes List and Structure tabs for managing user accounts and reporting relationships.

• Add a User: AlgaPSA gives you two ways to add MSP staff members:

  • Email invitation (default): Provide the user's first name, last name, email, and role — leave the password field blank. AlgaPSA sends a 24-hour invitation link to that address. The invitee follows the link to /auth/team/setup and sets their own password. Their assigned role is applied automatically when they accept. Each pending invitation reserves a license seat immediately, so an admin with one seat remaining cannot send two invitations at once.
  • Set password manually: Provide a first name, last name, email, and an initial password. The user can sign in right away and change their password at any time.

  You can also invite team members from the Team Members step of the onboarding wizard using the same two options.

• Assign Role: After creating a user, or when editing an existing one, you can assign their roles. In the user details drawer, select the desired roles (e.g., "Manager," "Admin," "Finance," "Technician," "Project Manager," "Dispatcher") from the "Select roles to add" dropdown, then click Add Role. Ensure you click Save Changes after adding roles.

  Permission requirements: Assigning or removing an MSP staff role (e.g. Manager, Admin, Finance, Technician, Project Manager, Dispatcher) requires the user:update permission. Assigning or removing a client-portal–only role requires either client:update or user:update. Users who do not hold the appropriate permission will receive a "Permission denied" error and no role change will be saved.

• Pending Invitations: The User Management list shows pending email invitations alongside active accounts. A pending invitation reserves a seat until it is accepted or revoked. Use the Revoke action on any pending invitation to cancel it and release the reserved seat. Resending an invitation to the same address refreshes the invitee's name, role, and 24-hour expiry on the existing invitation.

• User List: View active and inactive users and pending invitations, their emails, and assigned roles. You can search for users and use the "Actions" menu (three dots) to "Edit" or "Remove" a user.

• Edit User: Modify a user's details, change their password, assign/remove roles, and set their account status (Active/Inactive).

• Working hours: User details includes a per-weekday working-hours editor. Set the hours each person works on each day of the week — this handles four-day weeks, part-time schedules, and short Fridays that a single weekly-hours figure cannot. These hours become the capacity figure in the Employee Utilization report.

  Technicians can edit their own working hours without administrator permission, so a schedule change does not have to be raised as a request.

Deactivate a user

Deactivating a member of MSP staff happens on the user record: open the user from Settings > Users, and set the account status under Status, which controls whether the account is active. Deactivating revokes access; it does not prompt you about anything the person still owns.

Plan the handover separately. Before deactivating a technician, reassign their open tickets and project tasks yourself — filter the ticket list and the project boards by assignee and move that work to whoever picks it up. If you try Remove instead of deactivating, AlgaPSA blocks the deletion and lists what the account is still attached to (assigned tickets, project tasks, schedule entries, team memberships), which is a useful inventory of what needs rehoming even though the dialog itself offers no way to act on it.

Disposing of open work when deactivating a client portal user

A guided disposition flow does exist, but it belongs to client portal user management, not to MSP staff administration. A client administrator managing their own portal users at Client Settings > User Management selects Delete for a user; when deletion validation offers deactivation instead, they choose Mark as Inactive, and if that user has open work AlgaPSA opens Deactivate user and dispose of open work.

The dialog separates work into Tickets and Project tasks. For each group:

• Reassign — use Reassign open work to and pick from Select an active internal user.
• Unassign — clear the assignee without closing the work.
• Archive — close open tickets using a closed board status, and move open project tasks to a closed project-task status.

Reviewing both groups and selecting Deactivate user completes it.

This screen is not part of the MSP Settings > Users workflow, so it is not the route for offboarding your own technicians.

Directory-driven user lifecycle

Microsoft Entra can drive internal-user deactivation and reactivation over SCIM 2.0. Deactivating someone in Entra deactivates their AlgaPSA account and revokes their sessions immediately.

Entra controls only whether a user is active. AlgaPSA remains authoritative for profiles, roles, teams, and license assignment — a directory group cannot make someone an administrator. SCIM also works on existing users rather than creating them, so email invitations remain the route for adding staff.

See SCIM user provisioning for setup.