This guide explains how Reachdesk Admins can create teams, add users, assign campaigns to teams, and manage active or inactive users.

Create a Team

Admins can create teams in Reachdesk before adding users. Creating teams first helps Admins assign users to the correct team structure immediately.

How to create a Team

1. Navigate to Organization > Teams.

2. Click New Team

   .

3. Enter the Team Name. (Example: Account Managers)

4. Set the Primary Objective.

5. Click Create team

   .

There is no limit to the number of teams an Admin can create. Teams can be organized around business structure, region, function, or department.

Why the Primary Objective is required

The Primary Objective field is mandatory when creating or editing a Team in Reachdesk. Reachdesk uses the Primary Objective to align insights and recommendations to the team’s goal.

Manage an Existing Team

Available Actions

• Edit the Team details in the General Settings section.

  • Update the Team Name

  • Update the Primary Objective

    

• Manage Team Users in the Users section.

  • View the users assigned to the Team.

  • Edit user details by clicking the pencil icon under Edit.

  • Remove a user from the Team by clicking the pencil icon under Edit and removing the Team from the user’s setup.

    

• Assign Campaigns in the Assigned Campaigns section.

  • Allocate campaigns to the Team by clicking on them.

  • Be sure to save your changes at the bottom of the page.

    

• Manage Team Wallets

  • View the Team’s currency wallets

  • Set spend limits by clicking the pencil icon under Actions.

    

• Delete a Team
  • Go to Organization → Teams.
  • Click the Trash Bin icon to delete the Team.

Add a New User

Admins can easily create new users in Reachdesk.

How to add a new User

1. Navigate to Organization > Users.

2. Click Add User.

   

3. Enter the required details: First Name, Last Name, Email, Job Role, Reachdesk Role, Preferred Currency.

4. Optional: Assign the user to a team during creation.

5. Click Save.

If Teams already exist in Reachdesk, Admins can easily place the user into the correct structure at creation time.

Activate or Inactivate a User in Reachdesk

Admins can manage user access in Reachdesk by activating or inactivating Users. Inactivation removes platform access without permanently deleting the account record.

View Active and Inactive Users

The Users page displays both Active and Inactive Users.

• Active Users: Users who currently have access to Reachdesk.

• Inactive Users: Users whose access has been disabled.

You can switch between these views on the Users page to manage user status.

Inactivate a User

Admins should inactivate a user when platform access needs to be disabled but the historical account record must be preserved.

How to inactivate a User

1. Navigate to Organization > Users.

2. Locate the user.

3. Toggle off the Active switch.

The user becomes inactive and can no longer access Reachdesk.

Note: When a user is deactivated, an automatic balance allocation returns any unspent funds from their individual user wallet back to the organization wallet.

Reactivate a User

Admins can reactivate a previously inactive user to fully restore their platform access.

How to reactivate a User

1. Navigate to Organization > Users.

2. Go to the Inactive Users section.

3. Toggle the Active switch back on.

The user immediately regains platform access.

User Invitation Process

After an Admin manually creates a new user, the user will receive an email invitation prompting them to create a password and access Reachdesk.

The new user invitation link automatically expires after 48 hours. If the link expires, the user will need to reset their password here.

Add Multiple Users at Once

If you need to add many users simultaneously:

• Email support@reachdesk.com, or

• Contact your Customer Success Manager (CSM).

SSO and Just-in-Time Provisioning

When SAML2 SSO and Just-in-Time (JIT) Provisioning are enabled, Reachdesk automatically creates a new user account the first time that individual signs in via SSO. 

Once an account is automatically provisioned via SSO, the user will immediately display within the Active Users list just like a manually added user.

User Creation Logic

•  

  Default Role: New users are always created with the Sender role.

•  

  Team Assignment (On-Match): If the user's group name passed from the Identity Provider exactly matches an existing Reachdesk team name, the user is automatically assigned to that team.

•  

  Team Assignment (No-Match): If no matching team name is found, the user account is still created successfully, but they remain unassigned to any team and must be placed manually by an Admin if needed.

JIT Provisioning Limitations

•  

  Sync on First Login Only: JIT provisioning workflows only execute during the user's initial login.

  No Team Updates: If a user's group assignment changes in the IdP after their first login, their team structure in Reachdesk is not automatically updated. This adjustment must be managed manually within Reachdesk.

•  

  No De-provisioning: If a user is deactivated inside your IdP, their Reachdesk account will remain active.

Frequently Asked Questions

Where can I see or manage the number of contract seats on my account?

The number of contract seats refers to the total number of active users allowed on your Reachdesk account. At the moment, this information is not directly visible or editable within the platform.

To view or make changes to your contract seats, please reach out to your Customer Success Manager (CSM), who will be able to assist you.

If you’re unsure who your CSM is, feel free to contact our support team and we’ll point you in the right direction.

Why am I getting an error when I try to add a new user?

If you receive an error when trying to add a new user with an email address that already exists, it's likely that the user already exists in your organization but has been deactivated.

Before creating a new user, check your list of inactive users:

1. Go to Organization > Users.
2. Select the Inactive Users tab.
3. Locate the user by their email address.
4. Toggle the Active switch back on to reactivate the user.

Once reactivated, the user will be able to access the platform again, and there is no need to create a new account.

If the user does not appear in your Active or Inactive lists, their email may be registered under a separate Reachdesk organization instance. Please contact support@reachdesk.com so we can cross-reference the email address.