External Users

Not everyone who emails your support address is on your team — sometimes it's a customer, a vendor, or a contractor. QueueDesk handles this automatically.

1. What Counts as an External User

When someone emails your support address who isn't already an employee, agent, or admin in your workspace, QueueDesk automatically captures them as an external contact so their ticket can still be tracked — without giving them portal login access.

See them under Settings → External users.

2. What External Users Can and Can't Do

External users receive ticket updates by email only — there's no login for them unless you promote them.

3. Promoting an External User

If someone should have real portal access — say, a contractor who now works full-time, or a customer contact who should be able to self-serve — promote them from the ⋯ menu on their row:

• •Promote to Employee — gives them portal access to submit and track their own tickets.

• •Promote to Agent — gives them the full agent queue (only do this for actual internal staff).

Promoting sends them an invitation email to set up access, exactly like inviting someone directly from Inviting your Team.

Next, read Single Sign-On & SCIM Directory Sync if your organization uses an identity provider like Okta, Azure AD, or Google SSO.