People Management

People Management is a Pro workspace feature for admins. Organization tools are available in Workspace Settings -> Organization for users with the MANAGE_SETTINGS permission. Ticket routing policies are available in Workspace Settings -> Tickets because they control ticket ownership.

For focused setup guides, see:

The Organization settings page keeps team structure, individual people, workspace members, and permissions in one scrollable workflow:

Teams & organization: create teams directly in the org chart or start from a team template for agency, support, engineering, or operations structures, import Discord roles on Discord workspaces, see team members, assign members inline with search, use drag handles and drop rails in the org chart to arrange teams and reporting lines, edit team names, notes, parent teams, leads, managers, and routing state inline on the team card, review team ownership reminders, clean up stale People references, preview exact task and event impact before deleting a team, and manage team permissions.
Member rows: expand a member row to edit display names, job titles, departments, managers, teams, skills, routing eligibility, backup users, vacation replacements, and admin notes without leaving the org chart.
Organization diagram: review the full team and member structure as connected team nodes, search teams or people, filter by department, routing eligibility, inactive users, or members without a team, pan around large diagrams, zoom in or out, export the visible chart as a read-only PNG, then expand a team when you want to edit its members or permissions. Undo and redo controls let you recover from recent organization edits such as drag-and-drop hierarchy changes. Large directories may open with team details collapsed so the chart stays responsive.
Permission matrix: review team and member permissions across global or project scopes. The matrix loads when you scroll to it or choose to review permissions, so large workspaces can open Organization settings faster. If you have not created People teams yet, the matrix still lists workspace members for direct user grants. Columns start with General, then group Tasks, Tickets, Calendar, and Knowledge with dividers between modules and a read/view, write/manage, then delete/remove order inside each group. Explicit labels like View Tasks and Manage Tasks make read and write permissions easier to compare, the help button in each header opens the grant explanation on desktop and mobile, and the header rows stay visible while scrolling long team or member lists. Filled cells are direct grants; inherited cells show access coming from global grants or team membership. Click a cell to add or remove the direct grant for that row.

Inviting workspace members

Workspace admins can invite members by email from Workspace Settings -> Users. The recipient does not need to have a Bnder account yet. Bnder sends an invite email with the workspace and inviter context, then asks the recipient to sign in or create an account with the invited email address. After they verify that email address, the invitation appears in User Settings -> Invitations, where they can join the workspace.

Admins can review sent invitations in Workspace Settings and discard pending invitations when needed.

Team hierarchy affects work access and assignment. Active members, leads, and managers of a child team are also treated as members of its parent teams for permissions, task team filters, event invite expansion, capacity, and ticket routing. Inactive or deleted members are kept for context, but they are not used for team capacity or team notifications.

Capacity and routing look at each member's working hours, holiday region, public or custom holidays, accepted or owned meetings, external calendar blocks, out-of-office/PTO events, and People vacation replacement periods. During an active vacation replacement period, the away member is shown with a vacation indicator, task assignee pickers show who is covering them, the away member contributes no available capacity, routing considers the configured replacement in the same fallback step, and Bnder automatically hands off open tasks and tickets assigned directly to the away member when both people are still active workspace members. Team-owned tasks for the away member's teams keep their team assignment, but the replacement is added as a temporary direct assignee so someone is accountable during the absence. Declined meetings, birthdays, and task calendar placeholders are ignored so normal task load is not counted twice.

People and team changes save automatically after edits. There is no manual save or refresh action for People settings. Routing preview waits for pending autosave before it runs, so the result reflects the policy draft you are looking at. If another tab changes the same settings, Bnder loads the latest version, keeps your in-progress edits, and retries saving them on top of the latest version instead of dropping them silently.

Members can maintain their own planned absence in User Settings -> Calendar. Add a vacation period, choose another active workspace member as replacement, and save availability. Vacation dates use the unavailable member's local calendar date, so a period starts and ends according to that member's configured timezone. In Discord workspaces, the Task Manager and Ticket Manager bots also support /preferences vacation and /preferences vacation_clear for the same self-service flow. Task history marks automatic vacation handoffs and explains when the work can be handed back. When the period ends, Bnder automatically moves work back only if it can identify the task or ticket as an automatic vacation handoff, the original assignee is still an active workspace member, and the replacement assignment was not manually changed. If one replacement covered several away members on the same task, each original assignee is restored separately while pre-existing cover assignments stay assigned. For team-owned tasks, handback removes the temporary replacement without adding the away member as a direct assignee because the team still owns the task.

Team templates add empty teams without replacing your existing organization. After applying a template, rename teams, move them in the chart, and add members the same way you would for manually created teams.

Team ownership reminders point out teams that have no lead or manager, and routing-enabled teams that have no eligible member. Child-team members count for parent teams, but inactive or routing-disabled members do not count as routing candidates.

In Discord workspaces, the Task Manager bot can use these teams directly. Use the People team autocomplete on /task assign, /task unassign, and /task create when work should belong to a team instead of one user. The Task Manager and Ticket Manager bots also provide /people teams, /people team, and /people me so members can check team structure and their own People profile from Discord without exposing stored team or user ids.

Ticket routing

Ticket routing is configured in Workspace Settings -> Tickets and saves automatically after changes.

Routing policies can match ticket fields such as project, type, customer, priority, SLA, and labels. Targets can be individual people or People teams. Each policy can assign by capacity, which chooses the least-loaded eligible person, or by rotation, which distributes tickets through a preferred order while skipping unavailable people and considering current open task/ticket ownership. The policy list warns when a rule overlaps or is fully hidden by an earlier rule, when a configured fallback has no routeable people, or when a team target is disabled, empty, or has no routing-eligible member.

Discord-backed workspaces can import Discord roles into Bnder teams from Workspace Settings > Organization. This is a one-time copy: Bnder creates or reuses native teams by role name, adds the current role members with readable member names, and converts old task role assignments for imported roles into native People team assignments. It does not keep a live sync with Discord roles, and old Discord role permissions do not carry over automatically. After import, Organization settings highlights imported teams until they have native Bnder permission grants, then clears the review prompt. Managed integration and bot roles are skipped. Old role assignment ids that cannot be mapped during import are removed from tasks because Discord roles are no longer an editable Bnder assignee type. If assignment migration fails, Bnder shows the import as failed so admins can retry instead of leaving hidden role assignees behind. A background cleanup also removes any remaining hidden role-assignee fields from older tasks.

Automatic routing runs when:

a ticket is created without an explicit assignee, including from the Discord bot, public forms, or inbound email
an admin manually reroutes a ticket
a ticket reaches an SLA warning
a ticket breaches an SLA

If no policy matches, Bnder can still use workspace escalation users. If a matching policy has no eligible person, Bnder tries configured backup users, manager relationships, team leads or managers, and then workspace escalation users. Vacation replacements are applied before capacity scoring, and people with no available capacity are skipped instead of being treated as lightly loaded, so the routing audit can show exactly why someone was skipped and who was selected. SLA warning and breach routing keeps retrying while the SLA state is active, so fixed People settings can take effect without waiting for a new SLA transition. When no fallback applies, the ticket stays unchanged or unassigned and the routing decision is recorded for admin auditing.

When a ticket has been routed by People automation, its detail view includes Routing Insights. Use it to see which policy matched, which assignment style was used, which fallback pools were tried, which candidates were skipped, the capacity score and workload inputs used for eligible candidates, manual override reasons when the routed assignee was changed, and the previous routing audit history for that ticket. The routing preview in Ticket settings shows the same decision details before you save a policy, including the next action when no eligible assignee can be selected.

Notes

People data is managed manually in Bnder. Deleted or stale users can still appear as inactive references until an admin cleans them up, so old ticket routing and org history remain understandable. The stale reference cleanup assistant in Organization settings highlights deleted teams, inactive members, missing projects, and broken routing references, then removes only those invalid references.