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Use a Global team role when the same MSP staff should serve every company, such as a shared service manager or escalation team. Use the Add team members and Remove team members automation actions when membership should change in response to a record or event. This page is for MSP staff. Team roles describe responsibilities. They do not replace the Tenant or Company permission roles managed under Settings > Users & Roles > Roles.

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Before you start

  • Create the team role first and assign its initial staff on a company’s Team tab. See Account teams and Team Roles.
  • Viewing the Global team roles card needs read access to Company Users settings. Changing global assignments needs write access to Company Users settings, and your billing must be active.
  • Saving an automation that has a membership action needs write access to both Automation settings and Company Users settings.
  • These controls select MSP staff, not customer contacts or Company users.
Global team roles card and Configure button in Team Roles settings

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Make a team role global

1

Open the global settings

Go to Settings > Users & Roles and click Team Roles. Find Global team roles at the top and click Configure.
2

Review the existing members

Enabling Global collects the staff already assigned to this role at any company. That combined roster will serve every company, subject to existing company-specific exclusions.
3

Enable the role

Turn on the switch for the role. Each switch saves at once. There is no Save button. Wait for Global team role updated before you close the dialog.
4

Remove someone from a Global role (optional)

Open the role’s Global members list and click the remove button next to a person. Confirm the prompt. Their inherited assignments are removed from every company. Direct company assignments stay.
New companies inherit these members automatically. Adding a staff member to a Global role at one company also adds them to that role across companies.
Global applies across your tenant. Adding a person to a Global role through an automation scoped to one company can still assign that person across all companies. Use a non-global role for company-specific staffing.

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Keep a company-specific exception

Removing a member from one company’s role creates a lasting exception for that company. The person can remain assigned elsewhere. Global inheritance and PSA reconciliation do not silently restore the excluded assignment. Explicitly add the person back to that company’s role to clear their exception. An Add team members automation action also clears the selected person’s exception for the matched company. Turning Global off removes inherited assignments. Original company assignments and company-specific removal exceptions remain. It does not delete staff accounts or the team role.

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Automate membership changes

1

Start a rule

Go to Settings > Platform > Automation Rules and click Add Rule. Set the trigger, scope and conditions. See Rule Wizard Walkthrough.
2

Add the action

In Actions, click Add and choose Add team members or Remove team members.
3

Choose the role and staff

Pick a team role under Select a team role. Pick people under Select staff members. For removal you can instead check Remove everyone in this team role.
4

Test and save

Click Run Test, click Next, then click Create Rule. Save it inactive first if you are still preparing the rollout.
The actions work like this. Add team members and Remove team members at the top of the automation action menu The company comes from the triggering record. For a Company rule it is the matched company itself; for other records it is their associated company. Records without an associated company are skipped without a membership change. You cannot configure a different target company inside the action. Remove team members action with the team role selector and Remove everyone in this team role checked Remove everyone in this team role resolves the role’s membership when the action executes. It does not save a snapshot of today’s roster or delete the role itself. New people added to the role later are not permanently blocked by a previous removal run. Membership actions have no approval hold. Check the rule’s scope, conditions and Enable this rule setting before you turn it on. Run Test lists matching records. It does not change any membership.

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Example: finish an onboarding handoff

1

Create the team role

Create a company-specific Onboarding team role and assign the staff handling the handoff.
2

Create the rule

Add a rule with the Onboarding entity and the Onboarding Event trigger. Choose the completion event that fits your workflow.
3

Limit the scope

Set Scope to Specific Companies and pick the intended companies. Add conditions if needed.
4

Add the action

Add Remove team members, select Onboarding and check Remove everyone in this team role.
5

Save inactive, then enable

Save the rule with Enable this rule off. Turn it on from the rules list when you are ready.
Only the event’s company loses those assignments. An event with no company is skipped. After it runs, check Execution Log and the company’s team.

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Where the changes appear

Global membership uses the same company team assignments as the team views and the Role Members recipient option in automations. These actions change membership in MSPortal only. They do not change a permission role, delete accounts or write team changes back to your PSA.

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Troubleshooting