A first step in defining your processes and customizing the system is to consider the different sets of users who will be using the application and what kinds of access they will need.
Users in Agiloft belong simultaneously to both groups and teams. A user can belong to multiple groups (receiving the superset of those groups' permissions) and to a primary team with additional teams. A user's access to the system – the tables and tabs he sees, the records he sees, the fields he sees, the records he can create and edit, and the menu actions he can perform - depends on group memberships. While you can create as many groups as you need, it is preferable from a maintenance perspective to keep the number of groups small.

A user's primary team determines what look and feel scheme she sees – so you can have customers on different teams actually seeing a differently branded interface with different logos and colors. Staff Teams are generally used to define functional groups to whom tickets will be assigned and emails sent.

In brief, groups determine the content of what members see. End user teams determine look and feel, while staff teams also define working units.

This next sections describes the different sets of users and the default breakdown of users into groups and teams.