People are both the users of your system.
There are three different types of people:
- Agents - your support team who answer tickets
- Staff - other users who work for your organisation, who can view and raise tickets but not reply to them
- Customers - users who work for outside organisations that you're providing support for
People are places into an Organisation. All your agents and staff belong to the "Owning Organisation" which was created when you signed up. See Organisations for how to further manage organisations using your system.
People settings can be found within Organisations & People as below.