You can change a team member's role from the My Organisation page in the case management system. Roles control what each member of staff can see and do — see Access permissions for role types on Joy for a full breakdown of what each role can do.
Who can change whose role?
Your role | What you can change |
Owner | Can set any role — Owner, Admin, or User — for anyone in the organisation, including other Owners. |
Admin | Can switch people between Admin and User. Admins cannot edit Owners or make anyone an Owner. |
User | Cannot access the My Organisation page or change roles. |
Change a role, step by step
1. Open My Organisation. In the left-hand menu, click My organisation. The page opens on the Users tab, showing everyone in your organisation with their current role, status, and last sign-in.
2. Find the person. Use the Search users... box to find them by name, email address, or role.
3. Open the edit dialog. Click the three-dot menu (⋮) at the end of their row, then choose Edit. The Edit User dialog opens, showing their name, role, and other details.
4. Pick the new role. Open the Role dropdown and select the new role. Owners see all three options (Owner, Admin, User); Admins see Admin and User only.
5. Save. Click Save changes. The dialog closes and a "User updated" confirmation appears. The new role shows immediately in the Users list, and takes effect the next time that person loads a page.
Good to know
• If someone is an Owner and you are an Admin, their row's menu will not offer Edit — ask an Owner to make the change.
• Changing a role does not sign the person out or change their password — it only changes what they can see and do.
• If you need to remove someone's access entirely, use Suspend user or Delete from the same three-dot menu instead.