Employees, Vendors, Technicians, and Users

Managing your employees and user access

Resources represent any entity you pay money to — employees, technicians, office staff, and vendors like utility companies, government agencies, software/web subscriptions, and more.

Resources are divided into Employees, Technicians, and Vendors. For payroll and user accounts, you must add employee resources to the Employees form. Each employee can have a user account to access Service Envoy and be connected to YOUR company. Choose a user role assigned to them, up to your plan's user limit.

If you manage your own network of independent technicians and want to assign tickets to them using the Service Envoy system, you can invite them to join Service Envoy with a special invitation email that links them to your client profile. That makes them available for site visit assignments that you create and manage. The invited technician will have access to your and other client's exclusive technician networks and can operate independently as a marketplace technician. A network technician has their own independent account and does not have access to YOUR company account.

Pay rates for your technicians

A technician (1099 contractor) record has a Rates tab. Its Your pay rates for this technician card lists the rates you pay that technician: rate type, amount, travel pay and any details. Employees don't have this tab. An employee's hourly pay is the Pay Rate on their Employment tab. The same Rates tab also holds Payment Information (payment method and payment terms).

• Add Rate opens the rate editor. You can use any rate type, and add a travel amount you pay the technician per site visit.

• Default: the first rate you enter becomes the default and is marked with a yellow star. To make a different rate the default, click the star button on its row. If you delete the default rate, mark another one as the default.

• Who can change rates: the owner, admins, project managers and accounting. Everyone else sees the rates as View Only. A technician can see the Rates tab on their own record only.

Private Network technicians. A technician in your Private Network, whether an independent technician or one who works for another company, has the same Your pay rates for this technician card on their profile. Use it to record what you have agreed to pay them. Only your company sees these rates, not the technician's company and not other companies they work with. Starring one marks it as your usual rate with them, for your reference. It is never filled in as a site visit's pay: set the Technician Pay on each visit before you offer it. You can edit these rates while the technician is in your network. After they leave, the rates stay visible but read-only.

User Roles

Service Envoy uses role-based permissions:

• Owner - Full administrative access. Can manage all settings, subscriptions, users, and data. Typically the business owner.

• Admin - Limited admin access. Can create users and perform most admin functions but not close the account or change subscriptions.

• Accounting - Has access to all financial transactions, reports, and audits. Can view but not edit tickets and site visits.

• Project Manager - Has access to create and manage all aspects of technician network and marketplace tickets and site visits, manage all aspect of and allocate payments. Cannot add funds to overall account.

• Staff - Office and dispatch access. Can manage clients, tickets, resources, and scheduling but cannot change system settings. Can see client rates, but cannot create invoices or see part sell prices or a client's billing details.

• Technician - Employee technician access. Can only view assigned tickets, log site visits, timesheets, and company assets, and track mileage for records tied to their profile. Cannot see other technicians' data or the admin settings page. Only employees with their own login and this role (as their main role or an additional one) can be assigned to your Site Visits.

• Read Only - View-only access. Can see reports and data but cannot make changes. Useful for accountants or managers who need visibility. It can't be combined with other roles, and Read Only users are never assigned to Site Visits.

Adding Employee Team Members (Employer Plans)

1. Go to Resources → Employees.

2. Click "Add Employee".

3. Enter the person's name and contact information. First Name, Last Name, Mobile Phone, Email, and SSN are required for an employee.

4. Their Resource Type, Status, Resource Entity Type, Resource Sub Type and Date Added are preset for an employee and shown read-only in the Defaults card at the bottom of the form.

5. Their Home Address is required (enter the ZIP first and the city and state fill in). Optional: Work Contact Details (office number, extension, company email, work mobile) and an emergency contact (click Add Emergency Contact?). On save, the employee gets a PERSONAL contact, plus WORK and EMERGENCY CONTACT contacts when you filled those in, on the Contacts tab, and a HOME address on the Addresses tab. One employee can have the same email on several of their own contacts, but no two employees can share one.

6. The date added defaults to today.

7. Date hired should be their actual hire date and can be earlier than the Date Added value.

8. Select the employee's time zone. This affects their calendar, timesheet, and clock-in/clock-out calculations.

9. If the employee will be assigned a vehicle for check-in forms and mileage logging, select any vehicle that's been added to the system. If none appear, add it on the Vehicles form first.

10. Add any notes in the Resource Notes field.

11. Click Add Employee.

12. After saving, you'll land on the new employee's record, where you can add more detail as needed.

Giving a new employee a login

When you add an employee, the Login Access card creates their login at the same time. Every employee gets their own, so adding an employee needs both the Add Employees and Manage Users permissions (the Owner, Admins and Accounting by default). Choose the Login email (their company email by default, or their personal email) and a Role; when you save, we email that address a link to set their own password. You can change a login later from Admin → Users.

The card asks Will this person perform onsite service calls? Answer Yes for anyone you'll assign to Site Visits: it adds Technician alongside an office role, and after you save we open their Marketplace Profile so you can activate their technician profile. The answer and the Technician box under Additional Roles stay in step.

One person can hold more than one role: pick their main role, then tick any Additional Roles. They get the combined abilities of every role. Someone with office duties keeps the office role as their main role: a Project Manager who also runs calls is Project Manager plus Technician. Read Only can't be combined with other roles.

Not sure which role fits? Click What do roles mean? next to the Role field, or open role permission settings (below the roles) to fine-tune what each role can do. It opens in a new tab so you don't lose the form.

If the login can't be created (for example, your plan's user limit is reached, or that email already has an account), the employee is still saved and you'll see why, so you can fix it and add the login from Admin → Users.

Assigning User Accounts for Employee Login Access

Once an employee is added, you can give them a login so they can sign in with their own credentials. Logins are created in one place: Admin → User Management. First make sure the employee record has a contact with an email address under the Contacts tab.

1. Go to Admin → User Management and click Create User Account.

2. Select the employee, then pick their login email from their contact records.

3. Select the employee's access role (see roles above).

4. Answer Will this person perform onsite service calls? Yes adds the Technician role alongside an office role so they can be assigned to Site Visits. A Technician always can; Read Only never can.

5. Leave the password blank (recommended) and Service Envoy emails them an invite link to set their own password. The password box is never pre-filled from the employee record. Until they set it, their account shows Invite pending.

6. Click Create User Account.

On the employee's record, the Main tab has a Login & Roles section (admins only) showing their login, their roles and whether they can be assigned to Site Visits. Edit roles opens that person in User Management (or Create login if they have none), and Role permissions opens the permission grid. The Client Profiles tab's Login Account card has a Manage in Users button that opens the same person. For the full walkthrough, see Adding an Employee User Account and Managing User Accounts & Login Emails.