Team Management

Collaborate with your team in Jetson. Everyone sees the same data and can take action on customer feedback.

Organizations

What is an organization?

An organization groups team members who work on the same products:

• All members see the same mailboxes
• Everyone can view and act on work items
• Settings are shared across the team

How organizations are created

When you first connect HelpScout:

1. Jetson looks at your mailbox access
2. If others have connected with the same mailboxes, you join their org
3. If you're first, a new organization is created

One org per person

Each Jetson account belongs to one organization. To work with multiple teams, team members need separate accounts.

Adding team members

Option 1: Invite by email

Proactively invite teammates:

1. Go to Settings > Team
2. Click Invite Member
3. Enter their email address
4. Click Send Invite

They receive an email with a link to join.

Option 2: Automatic discovery

When a colleague connects HelpScout:

1. Jetson checks their mailbox access
2. If mailboxes match your org, they see a pending request
3. You can approve or deny

Pending invites

View and manage outstanding invites:

• See who hasn't accepted yet
• Cancel invites if needed
• Resend if email was missed

Member roles

Admin

Full access to everything:

• Manage team members
• Change organization settings
• Manage billing
• All product settings

Member

Standard access:

• View all work items
• Take action on items
• Create GitHub issues
• Change item status

Members cannot:

• Manage other members
• Change billing
• Modify organization settings

Approving members

Pending requests

When someone connects with matching mailboxes:

1. They appear under Pending Members
2. Review their email/account
3. Click Approve or Deny

What approval means

Approved members:

• Can see all org data
• Can take action on work items
• Are counted in team size

Denied members:

• Cannot access org data
• Can create a new organization
• Can try joining again later

Removing members

How to remove

1. Go to Settings > Team
2. Find the member
3. Click Remove
4. Confirm removal

What happens

Removed members:

• Lose access to org data
• Keep their Jetson account
• Can join or create another org

Data they created remains (work items, corrections, etc.).

Collaboration features

Shared view

All team members see:

• Same work items
• Same patterns
• Same metrics
• Same settings

Changes by one member are visible to all.

Work item actions

Multiple people can work on items:

• Anyone can resolve or defer
• GitHub issues created by anyone
• Priority changes visible to all

No assignment

Currently, work items aren't assigned to specific people. The whole team can work on anything.

Subscription and seats

Unlimited seats

Jetson's $99/month plan includes:

• Unlimited team members
• No per-seat charges
• Everyone gets full access

Billing responsibility

One billing contact per organization:

• Receives invoices
• Manages payment method
• Can transfer ownership

Best practices

Start small

Invite core team members first:

• Product managers
• Engineering leads
• Support managers

Align on workflows

Discuss how you'll use Jetson:

• Who monitors the dashboard?
• When to create GitHub issues?
• Who handles low-priority items?

Regular review

Schedule regular reviews:

• Weekly: Check new bugs and features
• Monthly: Review patterns and trends
• Quarterly: Assess priority definitions