Account
Teams, roles & notifications
The four roles, one-click invites, @handles, free guests — and how email stays signal instead of noise.
Enough team machinery to run real projects — none of the enterprise sludge. Four roles, one-click invites, free guests, and email that stays signal.
The four roles
There are exactly four roles — enforced in the UI and the API:
| Capability | Owner | Team | Commenter | Viewer |
|---|---|---|---|---|
| Read tickets and threads | yes | yes | yes | yes |
| File tickets and comment | yes | yes | yes | — |
| Resolve tickets | yes | yes | — | — |
| See capture data (console, network, steps) | yes | yes | — | — |
| Re-run AI triage | yes | yes | — | — |
| Manage members, integrations, billing | yes | — | — | — |
Roles are set per member at invite time and can be changed any time. Guardrail: you can't remove the last owner.
Invites
Invite by email from Settings → Team. The invite is a signed, expiring link — one click signs the person in and activates them, no code round-trip, nothing guessable. Invites are throttled per recipient against abuse.
New teammates get a warm first run: a welcome card — complete your profile, see the team you're joining — before their first report.
@handles
Handles are optional, globally-unique public usernames:
- Mention by handle, invite by handle.
- Mentions are stored by handle, so renames never break them.
- Once a member sets one, their email disappears from the roster — identity without exposing addresses.
- Handles can be claimed cold from the marketing site by verifying your email, with live availability checks and suggestions as you type.
Users
Two kinds of people, counted very differently:
- Guests — commenters and viewers — are free, but pooled. Clients and stakeholders join at no cost and never occupy a paid seat; commenters file reports and join threads, viewers follow read-only. The two roles share one allowance — 3 on Free, uncapped on Starter and Pro. Pending invites at these roles count toward the pool.
- Team seats (owners and full team members — the people who triage, assign and sync) come bundled with your plan: 1 on Free (the claiming owner), 3 included on Starter, 10 on Pro. Beyond the bundle, each additional team seat is $12/month on any paid plan, whatever the billing period — prorated when added, credited when removed. Pending team invites count toward the seat total.
- Removing a member takes effect immediately, and a demotion to commenter or viewer frees the seat there and then.
See Billing & plans for the full pricing picture.
Notifications
Two speeds, so email stays worth opening:
- Immediate — @mentions and invites go out at once.
- Digested — new tickets, comments and resolutions coalesce per ticket into a single "N new updates" email per 5-minute window.
Every notification deep-links to the customer page with the right ticket open and pinned — not to a dashboard. And there's a real preference center: per-project, per-category controls (mentions, comments, ticket activity, product emails), plus one-click, no-login unsubscribe links in every email.
Profiles
Name, avatar (up to 2 MB, safely re-encoded on upload), job role — and email changes are verified by a one-time code.