Skip to content
Servtide
Getting set up

Add your team & roles

Invite your team members to Servtide and set what each person (or department) can do. You can assign members to built-in roles like Dispatcher, Technician, or Accountant — or create custom roles tailored to your business. Permissions are granular: decide who can view jobs, send invoices, collect payments, manage billing, and more.

All guides
1

Go to Settings → Users

Main sidebar → Users (under Settings)
  1. In the left sidebar, scroll down to the Settings section
  2. Click on 'Users' (labeled with a Users icon)

Tips

  • The Users page shows all your current team members and their status (invited or active)
  • Only people with the 'Manage users' permission can invite new members and change roles

Watch out

  • If you don't see the Invite team member form, your role doesn't have the 'Manage users' permission — ask an Owner or Admin
2

Invite a team member

Settings → Users → 'Invite a team member' card
  1. Enter the person's email address in the 'Email' field (e.g., name@company.com)
  2. Click the 'Role / department' dropdown and select a role (e.g., Dispatcher, Technician, Admin)
  3. Click 'Send invite' button

What to enter

  • Email: The team member's email address (required; they will receive an invitation to join)
  • Role / department: The job function and permission set for this person (required; choose from built-in or custom roles)

Tips

  • An invitation email will be sent to the person. They must accept it to become an active member
  • Re-inviting someone already in the org simply updates their role; it doesn't consume an extra seat
  • Choose the closest matching role — you can change it later if needed

Watch out

  • Your plan includes a limited number of team seats. If you hit the limit, you'll see an error: 'Your plan includes X seat(s). Upgrade or add seats to invite more.' Contact support or upgrade your plan
  • You must select a role before sending the invite; leaving it blank will show an error
3

View and manage your team

Settings → Users → 'Team' card
  1. Scroll down to see the Team table with all members
  2. Look at the Email, Status, and Role columns
  3. To change someone's role: click the dropdown in their Role column, pick a new role, and click 'Save'
  4. Statuses are either 'active' (accepted the invite) or 'invited' (waiting to accept)

What to enter

  • Email: Team member's email (with '(you)' badge for your own account)
  • Status: 'active' = member accepted invite; 'invited' = waiting on them
  • Role: Hover over the role dropdown for a brief description of permissions

Tips

  • You can change someone's role anytime by editing the dropdown and clicking Save
  • Invited members don't take up a seat until they accept; re-inviting them doesn't waste a seat
  • Each team member sees only the features and data their role permits
4

Go to Settings → Roles & permissions

Main sidebar → Roles (under Settings)
  1. In the left sidebar, find 'Roles' (labeled with a Lock icon)
  2. Click it to see all roles and the permission matrix

Tips

  • The Roles page shows every role (built-in and custom) and a checkbox matrix of permissions
  • Built-in roles are marked with a 'Built-in' badge and can't be deleted, but their permissions can be customized
  • Permission categories include: Organization, Settings, CRM, Pricebook, Jobs, Billing, Memberships, Communication, Reporting, AI, Operations

Watch out

  • The Owner role always has full access and can't be limited — you can't change the Owner's permissions
  • Only people with the 'Manage roles' permission can modify roles
5

Customize a role's permissions

Settings → Roles & permissions → any role card (except Owner)
  1. Find the role card you want to edit (e.g., 'Dispatcher')
  2. Review the permission checkboxes organized by category (e.g., CRM, Billing, Jobs)
  3. Check or uncheck boxes to grant or remove permissions
  4. Scroll down and click 'Save changes' to apply

What to enter

  • Role name: Displayed at the top of the card (e.g., 'Technician')
  • Member count: Shows how many people are assigned to this role
  • Permission checkboxes: Each checkbox is a permission (e.g., 'View jobs', 'Send invoices'). Hover over a checkbox label to see a tooltip with the full description

Tips

  • Common permission groups: View = read-only access; Create/Edit = write access; Send = customer-facing actions (invoices, estimates, messages); Manage = admin control (billing, roles, settings)
  • For a Technician: give them 'View jobs', 'Edit jobs', 'Track time', 'Collect payments', and 'Send messages'
  • For a Dispatcher: give them job and customer creation/editing plus 'Assign jobs' and 'View financials'
  • For Accounting: give them invoice, payment, and financial report permissions, plus 'Manage timesheets' and 'Manage billing'
  • Permissions take effect immediately for all members in that role after you save

Watch out

  • The Owner role is locked — its permissions cannot be changed. If you need to remove Owner privileges, you must first assign that person a different role
  • If a role has no members, you can delete it by clicking the red 'Delete role' button (only shown when member count is 0)
  • Changes to a role apply to ALL members in that role, including future invites
6

Create a custom role

Settings → Roles & permissions → 'Create a custom role' card (at the bottom)
  1. Enter a role name in the 'Role name' field (e.g., 'Warehouse', 'Install Crew', 'Owner - Operations')
  2. Check the permission boxes for this new role (same matrix as editing built-in roles)
  3. Click 'Create role'

What to enter

  • Role name: The label for this role (required; must be unique in your org). Examples: 'Warehouse Manager', 'Apprentice Technician', 'Field Supervisor'

Tips

  • Start by selecting permissions that match a common job function, then fine-tune
  • You can create unlimited custom roles
  • Custom roles can be edited or deleted anytime (as long as they have no members)
  • A custom role is a great way to handle niche roles: e.g., 'CSR - No Billing Access' or 'Project Leads'

Watch out

  • Role names must be unique. If you try to create a role with a name that already exists, you'll see: 'A role with that name already exists.'
  • You can't delete a role if it has members assigned. Move those members to a different role first, then delete
7

Understand the permission categories

Settings → Roles & permissions → any role card (reference section)
  1. As you customize roles, refer to this breakdown of what each permission category controls
  2. Use it to decide which permissions each role needs

What to enter

  • Organization: 'Manage organization' = edit org profile, billing plan, delete org (Owner/Admin only)
  • Settings: 'Manage users', 'Manage roles', 'Manage branding', 'Manage locations', 'Manage domains', 'Manage templates', 'Manage automations', 'Manage config', 'Manage integrations', 'Manage billing', 'Manage marketing'
  • CRM: 'View customers' (read-only), 'Create customers' (new customer entries), 'Edit customers' (modify customer details, properties, equipment)
  • Pricebook: 'View pricebook' (read-only), 'Edit pricebook' (add/modify service prices)
  • Jobs: 'View jobs' (read-only), 'Create jobs' (new job entries), 'Edit jobs' (modify job details), 'Assign jobs' (dispatch to technicians)
  • Billing: 'View estimates', 'Edit estimates', 'Send estimates' (to customers), 'View invoices', 'Edit invoices', 'Send invoices', 'Collect payments' (card payments), 'Refund payments'
  • Memberships: 'View memberships' (maintenance agreements), 'Manage memberships' (create/edit agreements)
  • Communication: 'View messages' (read customer inbox), 'Send messages' (SMS/chat replies)
  • Reporting: 'View reports' (operational data), 'View financials' (revenue, accounts receivable, AR aging)
  • AI: 'Use AI assist' (draft invoices, notes, dispatch suggestions — always review before sending)
  • Operations: 'Track time' (clock in/out), 'Manage timesheets' (review timesheets, export payroll), 'Manage purchasing' (vendors, POs, inventory), 'Manage payables' (pay vendor bills)

Tips

  • Start restrictive and add permissions as needed — it's easier to grant access than audit what shouldn't have been granted
  • Always give 'View jobs' before 'Edit jobs' or 'Assign jobs'; same with customers and billing
  • Technicians typically need only field-related permissions (jobs, estimates, messages, time tracking, customer viewing, payments)
  • Office staff (CSR, Dispatcher) need customer, job, estimate, and communication permissions but usually not financials
  • Managers and Admins get most permissions except organization-level controls
8

Grant or revoke access for an existing member

Settings → Users → Team table (or) Settings → Roles → any role card
  1. Option A (via Users): Go to Settings → Users, find the member in the Team table, click the role dropdown, choose a new role, and click Save
  2. Option B (via Roles): Go to Settings → Roles & permissions, open a role card, toggle its permissions on/off, and click Save changes. All members in that role are updated immediately

What to enter

  • When using Users page: role dropdown shows all available roles for that member
  • When using Roles page: permission checkboxes apply to everyone in that role

Tips

  • Option A (Users) is faster if you're changing one person's role
  • Option B (Roles) is better if you're changing permissions for an entire department
  • Changes take effect immediately — members will see the new permissions on their next action or page refresh

Watch out

  • You can't modify the Owner role's permissions, only change a person away from the Owner role
  • If you remove a permission (e.g., 'Manage billing' from Admin), existing members will lose access immediately — there's no grace period
9

Common role setups for trades businesses

Reference section — use when deciding roles for your team
  1. Review these example configurations and adapt them to your business
  2. Use built-in roles where they match, then create custom roles for special cases

What to enter

  • Owner: Full access. Usually 1 person. Can't be limited.
  • Admin: Everything except org management. Great for office manager or controller. Give them all settings + billing permissions.
  • Manager: Day-to-day operations (customers, jobs, estimates, invoices, financials, payroll). No settings or billing.
  • Dispatcher: Schedules jobs, assigns techs, talks to customers. Can view invoices but not collect payments or see financials.
  • CSR (Customer Service Rep): Books jobs, manages customer data, answers messages, views estimates. No payments or payables.
  • Technician: Field staff. Can view/edit their own jobs, clock in/out, quote/collect on site, send messages, view customers.
  • Sales: Builds estimates, owns customer relationships, sends quotes. Can create/edit customers and estimates but not edit invoices.
  • Accounting: Invoices, payments, refunds, payables, financial reports, billing, timesheet review. No customer creation or job dispatch.
  • Warehouse: Views pricebook and purchasing. Manages vendors, POs, inventory. No customer or job access.

Tips

  • Start with built-in roles — they're tested combinations for common departments
  • Create a custom role only when the built-in options don't fit (e.g., 'Apprentice' with fewer permissions than Technician)
  • For family-run shops: Owner + one Admin/Manager + shared CSR/Dispatcher role often covers it
  • For larger crews: separate Dispatcher, Technician, and Accounting roles so work isn't bottlenecked
10

Troubleshoot common issues

Reference section — use if things aren't working as expected
  1. If you see an error after inviting or saving: read the error message and refer to the gotchas in each step above
  2. If a member can't see a feature: check their role's permissions on the Roles page — ensure the relevant checkbox is checked

What to enter

  • Error: 'Your plan includes X seat(s). Upgrade or add seats to invite more.' → You've reached your team size limit. Upgrade your plan or remove an inactive member.
  • Error: 'Enter an email and pick a role.' → You left the email or role dropdown blank.
  • Error: 'A role with that name already exists.' → Custom role names must be unique. Pick a different name.
  • Error: 'Move members off this role before deleting it.' → You're trying to delete a role that still has members. Reassign them to another role first.
  • Issue: Member doesn't see a feature they need → Go to Settings → Roles, find their role, and check if the relevant permission is enabled. If not, check it and click Save.
  • Issue: Owner role is locked → The Owner can't have permissions changed. To limit an Owner, assign them a different role instead.

Tips

  • If someone's access is wrong, check two things: (1) their role in the Users table, and (2) that role's permissions in the Roles page
  • After changing permissions, ask the team member to refresh their browser or log out/back in to see the new permissions

Done when

  • Go to Settings → Users and invite your first team member(s) with appropriate roles
  • Review the built-in roles (Dispatcher, Technician, Accountant, etc.) to see which fit your team
  • Customize any built-in role permissions or create custom roles that match your business structure
  • Assign each team member to a role via Settings → Users
  • Test: have a non-Owner member log in and verify they can only see features their role permits
  • Document your role setup (print or screenshot from Settings → Roles & permissions) for reference
  • Ask team members to accept their invitations and confirm they can access the features they need

Related guides

Create your account & sign in Brand your workspace Build your price book
Need a hand? Talk to a specialist or start your free trial.