User management

In Document360, users are team members who access the knowledge base portal to create, edit, review, and manage content. This article explains how the user model works, the roles available, and links to everything you need to manage users in your project.

Users vs. readers

Document360 has two distinct account types depending on what someone needs to do:

Account type	Who they are	Where they work
User	Team members who create, edit, review, and manage content. Previously referred to as users.	The knowledge base portal (authoring and admin interface)
Reader	End users or customers who consume the published knowledge base. They do not author content.	The published knowledge base site

Users are managed under Settings > Users & permissions > Users & groups. Readers are managed separately under Settings > Users & permissions > Readers.

NOTE
Any existing user with the relevant permissions can add or manage users and assign content or portal access.

How portal roles and content roles work together

Every user is assigned two independent role dimensions that together define what they can do:

Portal role — Controls which administrative areas of the knowledge base portal a user can access, such as settings, billing, integrations, and user management.
Content role — Controls what content-related actions a user can perform, such as creating, editing, reviewing, or publishing articles.

These two dimensions are assigned separately. A user can have broad administrative access but limited content permissions, or vice versa. For a full breakdown of what each role permits, see Roles and permissions.

Default portal roles and content roles

Portal roles

Role	Description
Owner	Full access to all features, including billing. Only one Owner can be assigned per project at a time.
Admin	Access to all features except billing. Can manage users, projects, and configurations.
Contributor	Can create, edit, and publish draft articles and category pages. Has limited access to administrative settings.
Reviewer	Can log in to the portal and access articles assigned to them for review.
Custom role	A tailored set of portal permissions defined for your organisation. Created and managed in Roles and permissions.

Content roles

Role	Description
Draft writer	Can create and edit articles and category pages, but cannot publish them.
Editor	Can manage articles, categories, drives, workflows, and content reuse.
Reviewer	Can add comments, update workflow statuses, and set due dates — but cannot edit or publish articles.
None	No content permissions assigned. Useful for users whose access is limited to administrative tasks only.

When to use groups

Groups let you organise users and manage their content access collectively. Instead of assigning content access to each user individually, you assign access at the group level and add users to the group.

Use groups when:

Multiple users share the same content access requirements.
You want to update access for a team without editing each user individually.
You are managing access at scale across large teams or departments.

NOTE
For users, access is inherited — they can view both categories and subcategories unless access is explicitly restricted. Group membership does not override individually assigned content access restrictions.

The Users & groups page

To access the users and groups page:

Navigate to Settings () > Users and security in the left navigation bar in the knowledge base portal.
In the left navigation pane, navigate to users and groups > users.

User management interface displaying user roles, statuses, and actions for account management.

Key elements of the Users tab:

Element	Description
A. Search by name or email	Search for a user by name or email
B. User list	Displays the name and email ID of all users in the project
C. Status	Shows whether the account is active or inactive. An inactive status indicates the account has been deactivated.
D. Role	Displays the portal role, such as Owner, Admin, Contributor, or a custom role
E. Content role & access	Shows the content role and content access assigned to the account
F. Group name	If the account belongs to a group, the group name will be displayed
G. Last seen	Displays when the user was last active. For inactive users, an option to send an activation email will be displayed.

When you select a user, the following options appear:

Action	Description
Convert to SSO account	Convert the user to an SSO account
Convert to reader account	Convert the user to a reader account
Deactivate / Activate	Deactivate or activate the user. You can also choose to convert the user to a reader or delete the user.

When you hover over a user, the following icons appear:

Icon	Description
Email notifications ()	View the email activity history for the past 30 days
Edit ()	Edit the configuration of the user

Other elements on the page:

Element	Description
Account utilization overview	Shows how many users are allowed under your plan and how many have been created
Export CSV	Export the list of users as a CSV file
Filter	Use filters to narrow results by portal type, account types, or status
Add	Add a new user

In this section

The articles below cover the full lifecycle of user management in Document360:

Add new user — Invite team members and assign their portal role, content role, and access level.
Import users — Add multiple users at once using a CSV import.
Edit user — Update an existing user's portal role or content access permissions.
Deactivate or delete user — Deactivate a user temporarily or permanently remove them from the project.
Convert user to reader — Change a user account to a reader account.
Convert user to SSO — Switch a user to Single Sign-On authentication.
Filter & export users — Filter the user list by role or status, and export it as a CSV.
Managing user groups — Create and manage groups to assign shared roles and access to multiple users at once.

FAQ

How do I create a user who can only manage content reuse?

Create a custom content role to grant a user permission to manage content reuse — variables, snippets, glossaries, and templates — exclusively.

Creating a custom content role

Navigate to Settings > Users & permissions in the left navigation bar in the knowledge base portal.
In the left navigation pane, navigate to Roles & permissions.
In the Content role tab, click New content role. The Create content role panel will appear.
Enter the desired role name and description.
In the Features section, scroll down to Content reuse and select the checkboxes for View, Update, Delete, and Publish.
Click Create role.

NOTE
For more information, see Roles and permissions.

Creating a user to manage content reuse only

Navigate to Settings > Users & permissions in the left navigation bar in the knowledge base portal.
In the left navigation pane, navigate to Users & groups.
In the User tab, click Add and select User. The New user dialog will appear.
Enter the email address for the user. You can add up to 5 email addresses at once, separated by commas.
Select the SSO user checkbox if adding the user as an SSO user.
Set the Project role to Contributor.
In the Content role field, select the custom content role you just created.
If needed, restrict Content access by selecting None, or select All for full access to content reuse.
Click New user.

This creates a user who can view, update, and delete content reuse elements only.

How do I create a user that can only manage users & security settings?

Create a custom portal role to grant a user permission to manage users and security exclusively.

Creating a custom portal role

Navigate to Settings > Users & permissions > Roles & permissions in the knowledge base portal.
In the Portal role tab, click New portal role. The Create portal role panel will appear.
Enter the desired role name and description.
In the Features section, scroll down to Roles, Accounts & groups and Site visibility, and select the View and Update checkboxes. The View option in Project settings will be selected by default.
Click Create role.