BizRatings User Management- How to Manage Users, Licenses, and Permissions

This guide shows you how to manage your team's seats, roles, and permissions from the updated User Management page (Company > User Management).

Who can access this page

You need the User Management permissions role to open this page. If you don't see it in your left-hand navigation under Integration Settings, ask your Company Admin to grant you the User Management role.

Key terms: Active, Inactive, and Assigned

Three terms appear throughout User Management. Active and Inactive describe the employee in your CRM, while Assigned describes their BizRatings license:

Whenever this guide says "assign a license," it means a BizRatings license (seat). Active and Inactive never refer to an employee's BizRatings account — for that, see Understanding account status.

Dashboard at a glance

When you open User Management, the top of the page summarizes your organization's licensing and account health in real time.

1. Sync status and Sync now — shows how many employees have synced from your CRM (ConnectWise or HaloPSA), the CRM's name, when the last sync ran, and a Sync now button that pulls your CRM's latest user list into BizRatings. Sync now only appears when your account has an integrated CRM — see Keeping your roster in sync with your CRM below, or "How HaloPSA agents get into User Management" if you're on HaloPSA.
2. License, seat, and account snapshot — total active employees (active in your CRM), your license quota, how many seats are in use, and how many are still available. See Managing licenses.
3. Usage detail — seats in use against quota (max user license quotas are enforced based on your pricing plan), a breakdown of account status (verified, created-but-unverified, not created — see Understanding account status), how many assigned licenses can actually sign in, and how your team's permissions break down by role.
4. Search box and filters — narrow the roster before you make changes (see Finding the right group of employees).
5. Roster columns — Employee (with a profile photo and camera icon — see Employee photos and sorting the list), Member ID, Work Type, Last Updated On, License (shows whether a BizRatings license (seat) is assigned), Account, Permissions, and a row-level Actions menu (Edit Permissions and Copy Permissions). Click a column heading to sort by it.

Tip: Click Sync now after you've added, removed, or updated staff in your CRM and want those changes reflected immediately, instead of waiting for the next scheduled sync. Sync now overwrites BizRatings with what's in your CRM, so make staff changes in your CRM first — see Keeping your roster in sync with your CRM.

Understanding account status

The dashboard's Account status panel and the Account column and filter in the roster describe where each employee is in the account setup process:

Only Verified accounts can have a profile photo uploaded or updated — see Employee photos and sorting the list.

Finding the right group of employees

Before you edit anyone's access, use the filter row to narrow the roster down to exactly the people you need. You can combine filters — for example, Work Role: Service Desk + Permissions: No permissions instantly surfaces new hires who still need access assigned.

Pro tip: The Title, Work Role, and Work Type filters are checklists, not single-select — you can tick several at once to pull, say, every "Service Desk Lead" and "Systems Engineer" into one view before running a bulk action. Combine any of the eight filters together; the roster count in the top-right updates live so you can confirm your group before selecting rows.

Employee photos and sorting the list

Each employee in the roster has a profile photo — or their initials, if no photo has been uploaded. A camera icon sits at the corner of the photo, to the left of the employee's name. Use it to add or replace that person's photo. Photos can only be added or updated for employees whose account is activated and verified — see the note below and Understanding account status.

To upload an employee photo:

1. Click the camera icon on the employee's photo. The Update Profile Photo window opens, showing the employee's name and email.
2. Drag a photo into the box, or click Browse Image to choose one from your computer. JPG, PNG, GIF, and WebP files are supported, up to 12 MB.
3. Click Update Photo to save it.

If the employee already has a photo, the window shows it as the Active Profile Photo; uploading a new photo replaces it, and Clear Photo removes it.

Note: Only activated, verified accounts can have a photo uploaded or updated. If an employee's account is inactive or unverified, meaning they haven't yet activated it by verifying their email and setting up their password, their photo can't be updated. Photos can be updated once their account is verified.

Sorting the list: click any column heading — Employee, Member ID, Work Type, Last Updated On, License, Account, or Permissions — to sort the roster by that column. An arrow on the heading shows which column and direction is active; click the same heading again to reverse the order. Sorting works together with the filters above.

Understanding roles and permissions

BizRatings uses six permission flags. An employee can hold any combination of them:

Deprecation notice: The Profitability role is being retired permanently and will no longer be available after March 1, 2027. If your team currently relies on this role for profitability-report access, plan to move that workflow before the retirement date.

Company Admin vs. Account Manager: a Company Admin can configure the account settings and has access to org-level reporting; an Account Manager can access satisfaction data for the clients they're responsible for and does not have delete rights to data. Permissions and licenses also work together: a BizRatings license (seat) can only be assigned to an active employee who has at least one permission, and removing all of an employee's permissions also turns their license off (more on this below).

Coming from the older role model? If you know BizRatings from User Management: Assigning Permissions and Sending BizRatings Account Invitations, role names have moved on since that guide: the old Employee role is now called Engineer, and Account Manager is unchanged. User Management, CSAT, and Profitability permissions remain standalone roles (User Management, CSAT, Profitability). 

Restricting what an Account Manager can see

By default, an employee with the Account Manager role can view CSAT/NPS reporting for every employee and every client company tracked in your BizRatings account. Admins can narrow that down for an individual Account Manager — without removing their Account Manager role — by excluding specific employees or specific clients from their view.

Exclude Members and Exclude Clients links appear in the Permissions column next to any employee who holds the Account Manager (AM) role. They're only available to Admins.

To exclude specific employees from an Account Manager's reports:

1. Click Exclude Members next to their row.
2. Search or choose an employee from the Select Member to Exclude dropdown.
3. Click Add. The employee is added to that Account Manager's exclusion list and immediately loses visibility into their data.
4. Click Remove next to any entry to restore that employee to the Account Manager's view.

Exclude Clients works the same way, but restricts which client companies' CSAT data the Account Manager can see, rather than which employees':

Both lists work by exclusion, not by allow-listing: an Account Manager can see everything by default, and excluding an employee or client removes only that one person or company from their view. The Available to exclude count shows how many employees (or clients) have not yet been excluded for that Account Manager. Exclusions are scoped to a single Account Manager — excluding someone from one Account Manager's view has no effect on any other Account Manager's access.

Editing permissions for one employee

1. Find the employee using search or the filters above.
2. Click Actions in their row, then choose Edit Permissions. A permissions drawer slides in from the right.
3. Toggle any of the six roles on or off.
4. Click Save permissions.

At the bottom of the drawer, a note reminds you that active employees require permissions to hold a license, and that removing all permissions will also disable the license. If the employee has no permissions yet, a banner at the top of the drawer says so.

Editing permissions for multiple employees at once

Use this when you're standardizing access across a team rather than editing people one at a time.

1. Filter the roster down to the group you want (see "Finding the right group of employees" above).
2. Check the boxes next to each employee — or check the header box to select every visible row.

5. Once two or more rows are checked, a bulk action bar appears above the table. Click Edit permissions.
6. Each role now shows a tri-state checkbox: checked means everyone selected already has that role, unchecked means no one has it, and a dash means the group is mixed on that role.
7. Leave any dash alone to preserve each person's current setting for that role, or click it to set the same value for the whole group.
8. Click Save permissions to apply your changes to everyone selected.

Copying permissions from one employee to a group of people

This is the fastest way to onboard someone new or bring a group in line with a peer's access — copy one person's exact permission set and paste it onto as many other employees as you like.

1. Locate the employee whose permissions you want to use as a template (for example, a senior engineer whose access is already set up correctly).
2. Click Actions in their row, then choose Copy Permissions. A banner confirms whose permissions are now copied and ready to paste.

3. Select one or more target employees using the row checkboxes — filter by title, work role, or department first if you need to find them quickly.
4. In the bulk action bar, click Paste [Employee Name] Permission to other.
5. A review window opens showing the source employee and their permissions, plus a table comparing each target's current permissions to the new permissions they'll receive.

6. Check the comparison, then click Apply Permissions to finish.

Note: If the employee whose permissions you copied is included in your selection, they're automatically left out of the paste — you can't paste someone's permissions onto themselves. Click the × on the banner at any time to cancel a pending copy.

Copying permissions to another company location

If you manage multiple branches or locations in BizRatings, this saves you from rebuilding the same access at every site.

1. Select the employees whose permissions you want mirrored elsewhere, using the row checkboxes.
2. In the bulk action bar, click Copy Permissions to Other Location.
3. Choose the target company/location from the dropdown, and review the permissions that will be applied to each selected employee at that location.

4. Click Apply Permissions to confirm. The target location's records update in the background — your current view isn't affected.

Don't see this button? Copy Permissions to Other Location only appears when your login has access to two or more companies/locations. If you only manage a single location, it's hidden automatically.

Managing licenses

A BizRatings license (seat) is required for an employee to sign in or use their assigned permissions.

Licenses and permissions go together. A BizRatings license can only be assigned to an employee who is active in your CRM and has at least one permission set. Inactive employees can't be assigned a license, and an employee with no permissions needs permissions set first.

• To assign a license, make sure the employee has at least one permission (see Editing permissions for one employee), then click the license toggle in their row. If your plan is out of seats, you'll see a quota-reached warning instead.
• If the employee has no permissions yet, switching the license on does not assign it. BizRatings shows Permission is required before enabling the license. and opens the permissions drawer so you can set permissions first.
• Inactive employees have a greyed-out license toggle; hover over it to see "Inactive employees cannot be assigned a license." An inactive employee who already holds a license can still be unassigned.
• To unassign a license, click the toggle off. You'll be asked to confirm — their permissions are kept, so you can reassign the seat later without setting up their access again.
• Removing all of an employee's permissions in the permissions drawer also disables their license.
• To assign or unassign several licenses at once, tick the checkboxes next to those employees. The bulk bar shows Assign license — with the number of seats you have left, for example "(0 left)" when you're at your quota — and Unassign license. Employees you select who have no permissions are skipped: the confirmation reads, for example, "1 without permissions will be skipped (licenses require active status and configured permissions)," and the button becomes Assign to eligible. Unassigning asks you to confirm (for example, Unassign 3 licenses?) and keeps their permissions.

An employee whose license is off but who still has roles configured shows a Suspended badge in the Permissions column (and can be found with the Permissions: Suspended filter). Re-enabling their license restores their exact roles automatically — no reconfiguration needed.

Keeping your roster in sync with your CRM

If your account is connected to a CRM — for example ConnectWise — staff changes there (new hires, deactivations, title updates) flow into BizRatings. The sync bar at the top of the page shows the CRM's name, how many employees have synced, and when the last sync ran. To pull the latest changes immediately instead of waiting for the next scheduled sync, click Sync now and watch the progress indicator through each stage of the sync.

Your CRM is the source of truth. Sync now is an overwrite: it refreshes the user management list from your CRM and replaces employee details such as names and email addresses with what your CRM holds. Keep your CRM user list up to date, and make staff changes there rather than in BizRatings, so your roster stays accurate.

Active and Inactive employees. An employee's Active or Inactive status comes from your CRM (ConnectWise or HaloPSA). Employees who are inactive in your CRM show an (Inactive Employee) badge in the roster and can't be assigned a BizRatings license (seat).

Don't see Sync now? The button only appears for accounts with an integrated CRM. If your CRM hasn't been integrated, there is no Sync now button — contact BizRatings Support at support@bizratings.com to request that employees be added or edited.

How HaloPSA agents get into User Management

If your account uses HaloPSA, the HaloPSA user sync brings your HaloPSA agents into User Management. Once the HaloPSA integration is set up, a Halo PSA badge and a Sync now button appear in the bar at the top of User Management. Click Sync now to import your agents — a progress window shows the import as it runs. When it finishes, your agents appear in the roster with their Agent IDs and names, and you can assign permissions and a BizRatings license (seat) to them.

The sync reads only each agent's Agent ID and first and last name. Setup takes about 15 minutes — follow Syncing your HaloPSA Users with BizRatings: Setup Guide. You can also open the Halo PSA Integration page in BizRatings.

HaloPSA agent records are also kept current through the BizRatings CSAT survey snippet in your HaloPSA "Ticket Closed" email template: whenever a customer submits a CSAT score on an agent's ticket, the Agent ID, name, and email configured in HaloPSA are passed to BizRatings along with the score. For the snippet setup steps, see Inserting BizRatings CSAT Survey HTML Snippet into Halo Email Templates.

Heads up — changing Agent IDs in HaloPSA: Each User Management record is tied to a HaloPSA Agent ID. If an agent's ID changes in HaloPSA (for example, during a system migration or re-provisioning), BizRatings treats the new ID as a different agent rather than updating the existing record — the old ID's record is left behind as-is. This can leave your roster with duplicate-looking entries for the same person, often showing as a bare numeric ID with no name or Work Type filled in. Use the search box and filters above to find and clean up these outdated records.

Frequently Asked Questions

How do I make someone rateable on ticket CSAT surveys?
Turn on the Engineer role and assign them a BizRatings license (seat). They also need to be active in your CRM, because inactive employees can't be assigned a license.

What happens when an employee leaves the company?
Once they're deactivated in your CRM, run Sync now. Their row will show an (Inactive Employee) badge — turn their license off to free the seat for someone else.

What do Active, Inactive, and Assigned mean?
Active and Inactive show whether the employee is marked active or inactive in your CRM (ConnectWise or HaloPSA). Assigned means the employee has been assigned a BizRatings license (seat). See Key terms: Active, Inactive, and Assigned.

Why don't I see the Sync now button?
It only appears for accounts with an integrated CRM — ConnectWise, or HaloPSA with the HaloPSA user sync set up. If your CRM hasn't been integrated, contact BizRatings Support at support@bizratings.com to request that employees be added or edited.

Will Sync now overwrite changes I made in BizRatings?
Yes — Sync now is an overwrite from your CRM, so your CRM user list is the source of truth for details such as names and email addresses. Make staff changes in your CRM, then run Sync now. See Keeping your roster in sync with your CRM.

How do I add or change an employee's photo?
Click the camera icon on the employee's photo in the roster, then upload an image. Photos can only be updated for employees with an activated, verified account — if their account is inactive or unverified, they need to verify via email and set up their password first. See Employee photos and sorting the list.

What's the difference between "Created, unverified" and "Not created / No account"?
Created, unverified means an admin activated the account but the employee hasn't verified via email or set up their password yet. Not created (also shown as No account) means a user record came over from your CRM but no license has been assigned in BizRatings. See Understanding account status.

Can an Account Manager see integration settings?
No. Account Managers only see satisfaction ratings and review reports for the accounts they support. Only Company Admin can access billing, integrations, and 2FA settings.

Can I limit which employees or clients a specific Account Manager sees?
Yes. Use the Exclude Members and Exclude Clients links next to that Account Manager's row — Admins only. See Restricting what an Account Manager can see above.

Can I assign a license to someone who has no permissions?
No. A BizRatings license (seat) can only be assigned to an employee who is active in your CRM and has at least one permission. If you switch a license on for someone with no permissions, BizRatings shows Permission is required before enabling the license. and opens the permissions drawer so you can set permissions first. Removing all of an employee's permissions also disables their license. An employee needs both a license and the right roles to use the product.

Why don't I see "Copy Permissions to Other Location"?
That action only appears for logins with access to two or more companies/locations.

Who should be assigned the Profitability role?
Team members, managers, or executives who need profitability reports, margin trends, and financial performance dashboards without full Company Admin access. Note that this role is being retired permanently as of March 1, 2027 — see the deprecation notice above.

Does HaloPSA sync employee records the same way ConnectWise does?
Both integrations add a Sync now button to User Management that imports your staff from the CRM. What gets imported differs: ConnectWise brings in details such as names and email addresses, while the HaloPSA user sync reads only each agent's Agent ID and first and last name. HaloPSA agent records are also kept current from the BizRatings CSAT survey snippet in your HaloPSA "Ticket Closed" email template, which passes each agent's ID, name, and email to BizRatings whenever a customer submits a CSAT score on that agent's ticket. See How HaloPSA agents get into User Management.