Managing Users and Teams

Building and managing your team in RefriTrak ensures everyone has the right access to do their job effectively. This guide covers adding users, assigning roles, configuring access, and managing your team.

Prerequisites

To manage users, you need one of these roles:

PARENT_ORG_ADMIN - Can manage users across all sub-organizations
ORG_ADMIN - Can manage users in their organization
MANAGER - Can add TECHNICIAN users only

Accessing User Management

Click Organization in the top navigation
Select the Users tab
You'll see a list of all users in your organization

Multi-Org Users: PARENT_ORG_ADMIN users see users from all sub-organizations with organization labels.

Adding a New User

Step 1: Click Add User

Navigate to Organization → Users
Click the Add User button (top right)
The user creation form appears

Step 2: Enter User Information

Required Fields:

Name
Full name of the user (e.g., "John Smith")

Email Address

Must be unique (not already registered)
Used for login and notifications
Validated for proper email format

Role
Select the appropriate role based on their responsibilities:

PARENT_ORG_ADMIN (PARENT_ORG_ADMIN only can assign)
ORG_ADMIN
MANAGER
TECHNICIAN
SALES

See Understanding User Roles for role descriptions.

Timezone
User's local timezone for proper date/time display:

America/Los_Angeles (PST)
America/Denver (MST)
America/Chicago (CST)
America/New_York (EST)

Important: Choose timezone based on where the user works, not where your business is located.

Step 3: Organization Assignment

Single Organization
By default, users are assigned to your current organization.

Multiple Organizations (PARENT_ORG_ADMIN only):

Check the box for "Multi-Org Access"
Select which sub-organizations this user can access
Useful for supervisors or consultants who work across locations

Step 4: Sales Territory (SALES role only)

If assigning the SALES role, optionally assign sales territories:

Check "Assign Sales Territories"
Select which organizations this sales rep covers
Only PARENT_ORG_ADMIN can assign territories

When to Use:

Sales reps need to see FOR_SALE cylinders in specific territories

Step 5: Save and Notify

Review all information
Click Create User
User account is created immediately
Important: Manually share login credentials with the new user
- Email: [their email]
- Login URL: https://refritrak.com/login

Editing User Information

How to Edit a User

Navigate to Organization → Users
Find the user in the list
Click the three-dot menu (⋮) next to their name
Select Edit User

What You Can Change

Always Editable:

Name
Timezone
Organization assignment (PARENT_ORG_ADMIN only)
Multi-org access (PARENT_ORG_ADMIN only)
Sales territories (PARENT_ORG_ADMIN only, SALES role)

Role Changes:

You can only assign roles you have permission to create
PARENT_ORG_ADMIN → Can assign any role except PARENT_ORG_ADMIN
ORG_ADMIN → Can assign MANAGER, TECHNICIAN, SALES
MANAGER → Can assign TECHNICIAN only

Cannot Change:

Email address (user must create new account)
Historical activity (transfers, jobs, notes remain tied to user)

Saving Changes

Make your edits
Click Save Changes
Changes take effect immediately
User will see new permissions on next login/refresh

Managing Multiple Organizations

Multi-Org Access Configuration

Use Case: User needs to work across multiple sub-organizations (e.g., roving supervisor, consultant, or relief technician).

Steps:

Edit the user
Scroll to Accessible Organizations section
Check "Grant Multi-Org Access"
Select which sub-organizations they can access
Save changes

Effect:

User sees organization switcher in navigation
Can switch between assigned orgs
Data is scoped to selected org
Same role across all assigned orgs

Best Practices:

Limit multi-org access to users who truly need it
Document why each user has multi-org access
Review quarterly and remove unnecessary access

Organization-Specific Users

Use Case: User only works at one location (most common).

Steps:

When creating user, select their organization from dropdown
Leave "Multi-Org Access" unchecked
They'll only see data from that organization

Benefits:

Simpler interface (no org switcher)
Reduced confusion
Better data security

Sales Territory Assignment

What Are Sales Territories?

Sales territories allow PARENT_ORG_ADMIN to assign specific sub-organizations to SALES role users. Sales reps can then:

View FOR_SALE cylinders in their territories
Track leads and opportunities by territory
Generate territory-specific reports
View commission data (if enabled)

Assigning Territories

Requirements:

PARENT_ORG_ADMIN role
User must have SALES role
PRO or ENTERPRISE subscription

Steps:

Edit a user with SALES role
Scroll to Sales Territories section
Check "Assign Sales Territories"
Select organizations from the list
Save changes

Example:

Sales Rep A → Assigned to "North Branch" and "East Branch"
Sales Rep B → Assigned to "South Branch" and "West Branch"
Each rep only sees FOR_SALE cylinders in their territories

Managing Territory Changes

Reassigning Territories:

Edit the sales user
Uncheck old territories
Check new territories
Save

Effect: Sales rep immediately loses access to old territory data and gains access to new territory.

Historical Data: Leads and opportunities created by the rep remain tied to them regardless of territory changes.

User List and Filtering

Viewing All Users

The user list shows:

Avatar: User initials
Name: Full name
Email: Login email
Role: Current role badge
Organization: Sub-org name (if applicable)
Actions: Edit/Delete menu

Searching Users

Use the search box to find users by:

Name (partial match)
Email address
Role

Example Searches:

"John" → Finds all Johns
"technician" → Finds all TECHNICIAN role users
"@example.com" → Finds all users from that domain

Filtering by Organization

For PARENT_ORG_ADMIN:

Dropdown to filter users by sub-organization
Select "All Organizations" to see everyone
Select specific org to see only its users

For ORG_ADMIN:

Only see users from their organization
No filter dropdown

User Limits by Subscription

Review the latest pricing table for user limitations based on your subscription tier.

Checking Current Usage:

User count shown at top of Users list
Format: "5 / 10 users" (current / limit)
Percentage bar shows usage

Reached Your Limit?:

"Add User" button shows upgrade prompt
Contact sales or upgrade from Organization → Billing

Password Management

Resetting a User's Password

Users Can Self-Reset:

Go to login page
Click "Forgot Password"
Enter email
Follow reset link in email

Admins Can Force Reset:

Edit the user
Click "Send Password Reset Email"
User receives email with reset link

Temporary Password Assignment (on user creation only):

Set initial password during user creation
User prompted to change on first login
Cannot set new password for existing users (security)

Password Security Best Practices

For Administrators:

Use strong temporary passwords when creating accounts
Never share passwords in plain text emails
Use secure communication channels (encrypted chat, in-person)
Document password policy for your organization

For Users:

Change temporary password immediately
Use unique passwords (not reused from other sites)
Consider using a password manager
Enable MFA if available

Team Organization Strategies

Small Team (3-10 people)

Structure:

1 ORG_ADMIN (owner/office manager)
1-2 MANAGERs (senior technicians)
Remaining as TECHNICIAN

Approach:

Single organization
Direct management
Everyone can see all jobs and equipment

Medium Team (10-25 people)

Structure:

1 PARENT_ORG_ADMIN (owner/executive)
2-3 ORG_ADMINs (office managers)
3-5 MANAGERs (supervisors)
Remaining as TECHNICIAN
Optional SALES users

Approach:

Consider multi-org if multiple locations
Managers supervise technicians
Clear hierarchy

Large Team (25+ people)

Structure:

1-2 PARENT_ORG_ADMIN (executives)
Multiple ORG_ADMINs (one per branch)
MANAGERs for each department/team
TECHNICIAN pool
SALES team with territories

Approach:

Multi-org structure (ENTERPRISE)
Branch-specific admins
Centralized oversight
Territory management for sales

Common Questions

Q: Can users change their own email address?
A: No, only admins can change user information. Users can update their own timezone and password only.

Q: What happens to a user's data if I delete them?
A: Their historical data (transfers, jobs, notes) remains in the system with their name attached, but they lose login access.

Q: Can I bulk import users?
A: Not currently available. Users must be added individually through the UI or API (PRO/ENTERPRISE).

Q: How do I know which users are logged in?
A: Active session tracking is not currently available. Contact support if you need to audit user activity.

Q: Can users have different roles in different organizations?
A: No, users have the same role across all organizations they can access. If you need different permissions per org, create separate user accounts.

Best Practices Summary

Security

Assign minimum required role (principle of least privilege)
Review user access quarterly
Remove departed employees immediately
Document multi-org access grants

Organization

Use clear naming conventions
Keep user list current
Remove test/duplicate accounts
Document why users have elevated permissions

Communication

Share credentials securely (never plain email)
Notify users when their role or access changes
Provide training for new users
Set expectations for password changes

Next Steps

With your team configured:

Understanding User Roles - Review role permissions
Navigating RefriTrak Interface - Learn the interface
Managing Customers - Start adding your customers

Need Help? Use the support form in your user menu to ask questions about user management or report issues.