How to manage MSP members

Introduction

This guide will explain the different member roles in the MSP Admin Panel, demonstrate how to invite new members, describe the process for changing members’ roles, and walk you through assigning organizations to members.

 

Before you start

There are three unique roles available to MSP Admin Panel members. Each role has different functions and responsibilities.

  • MSP Owner: This is the primary role of the MSP. MSP Owner can manage all MSP members and organizations, MSP billing preferences, integrations, get usage data reports, and more. 
  • MSP Admin: This role can manage all organizations, invite and manage MSP members, and access billing and integration data.
  • MSP Technician: This role can only manage assigned organizations and cannot access MSP billing or integrations, or manage other MSP members.

 

Important: We strongly suggest adding additional MSP Admins as soon as the MSP account is created. Due to zero-knowledge architecture, NordPass is not able to recover MSP member accounts or upgrade access to MSP members. To assign members the MSP Admin role, follow the steps provided in the Changing members’ roles section.

 

Here's what to do 

Inviting members

If you are an MSP Owner or MSP Admin and want to invite your colleagues to join the MSP Admin Panel, follow these steps:

  1. Open the MSP Admin Panel.
  2. Select the “Members” option on the upper left side.
  3. Next, select the “Invite Members” button located on the upper right side.
  4. Enter your colleague’s email address to send an invitation directly to their inbox and select the “Send” button.

    Note: a member will be listed as “Pending” if they’ve yet to accept the invitation, or “Active” once they’ve accepted it and created their MSP account. If a member has lost or forgotten their invitation, an Owner or Admin can resend it within the “Pending” tab.

 

Changing members’ roles

Once a member joins the MSP Admin Panel, an MSP Owner or MSP Admin can assign them a role to manage organizations and members. 

 

Please note that MSP members must have a Master Password created in order to receive new roles or organizations to manage. Master Password is not required at login, however it is mandatory when working with encrypted information. Users who do not have a MasterPassword are not able to access any of MSPs’ tenant organizations.

Note: We recommend having at least one additional member with an MSP Admin role in case the MSP Owner loses access to their NordPass MSP account.

 

If you wish to change members’ roles, follow these steps:

  1. Open the MSP Admin Panel.
  2. Select the “Members” option on the upper left side.
  3. Find a member and select the “More Options” option by clicking on the “three dots” button on the right:
    • Select “Make MSP Admin” to give them full access to the MSP Admin Panel.
    • Select “Make MSP Technician” to give dedicated access to specific organizations only.
       
  4. Roles can be revoked using the same menu at any time. Please note that the MSP Owner role cannot be revoked, but Owner rights can be transferred to another member instead by following our guide on how to do so.

 

Assigning organizations to MSP Technicians

MSP Owner or MSP Admin can assign specific organizations for MSP Technicians to manage. MSP Technicians will be able to access assigned organizations’ administration panels, configure their settings, and provision users. 

In order to assign organizations to the MSP Technician:

  1. Open the MSP Admin Panel.
  2. Select the “Members” option on the upper left side.
  3. Find a member and select the “More Options” option by clicking on the “three dots” button on the right.
  4. Click on “Assign Organizations”, select the organizations to which MSP Technicians should have access, and select the “Save” button.

 

Organizations can be assigned/unassigned to MSP Technicians from the Organization list as well. If you wish to do so, follow these steps:

  1. Open the MSP Admin Panel.
  2. Select the “Organizations” option on the upper left side.
  3. Find the Organization and check its current assignment in the column “Managed by”.
  4. Make adjustments by clicking on the “three dots” menu and selecting the “Manage MSP Technicians” button.

 

Managing assigned organizations

In order to manage the assignment of organizations to specific MSP Technicians, follow these steps:

  1. Open the MSP Admin Panel.
  2. Select the “Members” option on the upper left side.
  3. Change the assigned organizations via the “Assign Organizations” button.

 

Deleting and suspending members

Lastly, if you wish to delete or suspend members, follow these steps:

  1. Open the MSP Admin Panel.
  2. Select the “Organizations” option on the upper left side.
  3. Find a member and select the “More Options” option by clicking on the “three dots” button on the right.
  4. Select the “Suspend” or “Delete” buttons depending on the situation.

    Note: Deleting a member permanently removes their access from the MSP Admin Panel; this action cannot be restored. Suspending a member temporarily pauses their access to the MSP Admin Panel; access for suspended users can be restored at any time.

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