👥 User Management

Manage your hotel team: invite users, assign roles, and handle support tickets.

What is the Administration module?

The Administration module lets you manage who has access to the hotel dashboard and what each user can do based on their role.

Access it from: Administration in the side menu (/hoteladmin).

info

This module is only visible to users with the admin.users.manage permission (typically the account's hotel_admin).

1. Hotel user management

View the current team

The main screen shows a list of all users with access to the hotel:

Column	Description
Name	Name of the team member
Email	Login email for the platform
Role	Assigned role (hotel_admin / hotel_employee / custom)
Last access	When they last logged in
Status	Active / Inactive

Invite a new user

1. Click "Invite user"
2. Enter the new member's email address
3. Select the role they will have
4. Click "Send invitation"
5. The system sends an email with an activation link (valid for 48 hours)

tip

If the link expires before the user uses it, send the invitation again — the new link replaces the previous one.

Edit a user's role

1. Click the user in the list
2. In the edit modal, change the role in the dropdown
3. Save the change — it applies immediately

Delete or deactivate a user

• Deactivate: the user cannot log in, but their history is preserved
• Delete: the user loses access permanently

2. Available roles

Predefined roles

Role	What they can do
hotel_admin	Full access to all dashboard sections, including billing, configuration, and inviting users
hotel_employee	View and manage Conversations and Leads. No access to Billing, Configuration, or Administration

Custom roles

In the "Roles" tab you can create roles with specific permissions:

1. Click "New role"
2. Give the role a name (e.g., "Senior Receptionist")
3. Enable or disable individual permissions from the list
4. Save the role

Permissions are grouped by resource (conversations, leads, rooms, billing, etc.) and action (view, edit, delete). You can create roles as granular as you need.

Assign a custom role

1. In the user list, click the user
2. In the role dropdown, select the custom role
3. Save

3. Support Tickets

For Hotel Admins — managing team tickets

Route: /admin/support — visible with the support_tickets.manage permission

View of all support tickets created by the hotel team:

• List of tickets with status (Open / In progress / Resolved)
• Filter by status, date, and the team member who created it
• Ability to add comments and escalate to L2

For all users — My Tickets

Route: /my-tickets — visible to all users

Each user can view and manage their own tickets:

1. Click "My Tickets" in the side menu
2. View the history of all your tickets with their status
3. Click a ticket to see the full conversation with the support team

Create a new ticket

1. From My Tickets, click "New ticket"
2. Describe the problem in as much detail as possible:
   • Affected module (e.g., Conversations, WhatsApp, Billing)
   • Steps to reproduce the problem
   • Hotel ID (visible in the dashboard URL)
3. Attach screenshots if needed
4. Submit — the UNOZERO support team responds according to your plan's SLA

4. Response SLA by plan

Plan	Guaranteed response time
Pro / Pro Unlimited	12 hours
Matrix	24 hours
Freemium	72 hours

See the details of each plan in Plans, Limits, and Feature Gating.