User management within accounts is a critical aspect of organizing your B2B customer base in Feedback Manager. This guide covers everything you need to know about associating users with accounts, managing their access, and understanding user-account relationships.
Understanding User-Account Relationships#
What Are Account Users?#
Account users are individual end-users who belong to a specific company or organization (account).The relationship between users and accounts allows you to:Track which users belong to which companies
Analyze feedback at both individual and company levels
Understand engagement patterns across organizations
Manage access and permissions by company
Key Concepts#
One account can have many users
Each user can belong to one or more accounts (depending on configuration)
Users exist independently of accounts
Deleting an account doesn't delete its users
Users can be reassigned to different accounts
Users can be automatically associated with accounts based on email domain
Manual association is also supported for flexibility
Viewing Account Users#
From the Accounts Tab#
1.
Navigate to Manage Users → Accounts tab
2.
Find the account you want to view
3.
Click on the account to expand the panel
4.
Scroll to the "Users in this account" section
User Name: Full name of each user
Email Address: User's email
Total User Count: Displayed in the account summary header
Empty State#
If an account has no users yet, you'll see:"No users associated with this account yet"
This is normal for newly created accounts.
Adding Users to Accounts#
Method 1: Upload Users CSV#
The fastest way to add multiple users to an account:1.
firstName,lastName,email
John,Doe,john.doe@acmecorp.com
Jane,Smith,jane.smith@acmecorp.com
2.
Expand the target account
Wait for processing to complete
3.
Check the user count in the account summary
Review the users list to ensure all were added
See the CSV Import Guide for detailed CSV format specifications and troubleshooting. Method 2: Individual User Assignment#
For adding users one at a time:1.
Find the user you want to assign
Select the account from the dropdown
2.
Some implementations support adding users directly from the account panel
Look for an "Add User" button within the expanded account view
Method 3: Automatic Domain Matching#
If configured by your administrator:Users signing up with an email matching the account domain are automatically associated
Example: User with john@acmecorp.com automatically joins the "Acme Corporation" account with domain acmecorp.com
Automatic domain matching must be enabled by your system administrator and may not be available in all configurations.
Managing Existing Account Users#
Viewing User Details#
From the account's user list, you can see:Full Name: First and last name
Email Address: Contact email
Status: Active, Invited, or Deactivated (if visible)
Removing Users from Accounts#
To remove a user from an account:1.
Navigate to the Users tab
Remove the account association
2.
Use CSV export/import to manage bulk changes
Removing a user from an account doesn't delete the user from the system. They remain as an end-user but are no longer associated with that specific account.
User Status and Account Membership#
User Statuses#
Users in accounts can have different statuses:User has accepted invitation and is actively using the system
Can submit feedback and participate in voting
User has been invited but hasn't completed signup
Appears in the account but isn't fully active yet
User account has been disabled
Still appears in historical data but cannot access the system
Impact on Account Metrics#
User Count: Includes all users regardless of status
Engagement Metrics: Only active users contribute to engagement statistics
Feedback Analysis: Deactivated users' historical feedback remains visible
Bulk User Operations#
Exporting Account Users#
To export users from a specific account:2.
Use the export function (if available)
3.
Or navigate to Users tab, filter by account, and export
Bulk Status Changes#
To change status for multiple users in an account:1.
Get a list of all users in the account
2.
Modify status in your CSV
Or use bulk update tools if available
3.
Re-import or Apply ChangesVerify changes took effect
Moving Users Between Accounts#
To transfer users from one account to another:1.
Export Users from the source account
2.
Prepare CSV with new account association
4.
Verify Transfer in both accounts
Best Practices#
👥 Organizing Users#
Use Consistent Email DomainsEnsure users from the same company use the same email domain
This enables automatic association and easier management
Periodically review account user lists
Remove users who have left the company
Update user information as needed
Keep records of why users are associated with specific accounts
Especially important for users with multiple email addresses
📊 Tracking and Reporting#
Track changes in account user counts over time
Sudden drops might indicate churn
Steady growth indicates account expansion
Compare active vs. invited users per account
Identify accounts with low activation rates
Follow up with accounts showing declining engagement
🔐 Security and Privacy#
Ensure users are only associated with their actual employer
Be cautious with personal email addresses
Validate new user additions
Only share account user lists with authorized personnel
Follow your organization's data handling policies
Be mindful of GDPR and other privacy regulations
🔄 Maintenance#
Keep user information current
Update account associations when users change companies
Remove inactive users periodically
If using CRM integration, ensure user data stays synchronized
Use external IDs to maintain consistency
Schedule regular sync operations
Common Scenarios#
Scenario 1: New Employee Joins a Customer Company#
1.
User signs up or is invited
2.
Associate user with the appropriate account
3.
Verify email domain matches account domain
4.
User appears in account's user list
Scenario 2: Employee Leaves a Customer Company#
1.
Identify the user in the account
2.
Deactivate the user account (if appropriate)
3.
Or remove account association if they moved to another customer
4.
Update account user count
Scenario 3: Company Merger or Acquisition#
1.
Decide whether to merge accounts or keep separate
2.
If merging, transfer all users to the primary account
3.
Update account details (name, domain, metrics)
4.
Verify all users are correctly associated
Scenario 4: User with Multiple Email Addresses#
1.
Determine the primary email address
2.
Associate user with account using primary email
3.
Document secondary emails in user notes
4.
Ensure user knows which email to use for feedback
Troubleshooting#
❌ Issue: User Not Appearing in Account#
User wasn't properly associated during import
Email domain doesn't match account domain
User association was removed accidentally
1.
Check user profile to verify account association
3.
Manually add user to account
4.
Verify account domain settings
❌ Issue: Duplicate Users in Account#
User imported multiple times
User has multiple email addresses
System created duplicate entries
1.
Identify the correct user record
3.
Merge user accounts if supported
4.
Update CSV to prevent future duplicates
❌ Issue: User Count Doesn't Match Expected#
Includes invited but not active users
Deactivated users still counted
Recent changes not yet reflected
1.
Expand account to see full user list
2.
Check status of all users
4.
Verify recent imports completed successfully
❌ Issue: Cannot Remove User from Account#
User is the last admin for the account
System constraint preventing removal
1.
Check your user permissions
2.
Contact system administrator
3.
Ensure account has other admin users
4.
Review account configuration settings
Advanced Features#
User Segmentation Within Accounts#
Some implementations allow you to:Tag users within accounts (e.g., "Decision Maker", "Power User")
Create sub-groups within large accounts
Track different departments or teams
User Activity Tracking#
Monitor user engagement within accounts:Feedback Submitted: Number of ideas or issues reported
Votes Given: Engagement with other users' feedback
Votes Received: Popularity of their contributions
Last Active: Most recent activity date
Integration with CRM#
If your system integrates with a CRM:User data syncs automatically
Account associations maintained in both systems
Changes in CRM reflect in Feedback Manager
External IDs link users across platforms
Reporting and Analytics#
Account-Level User Metrics#
Total Users: All users associated with account
Active Users: Users who have logged in recently
Engagement Rate: Percentage of users actively participating
Growth Rate: Change in user count over time
User Contribution Analysis#
Top Contributors: Users submitting most feedback
Most Influential: Users whose feedback gets most votes
Inactive Users: Users who haven't engaged recently
Comparative Analysis#
Compare accounts based on:Users per Account: Average and distribution
Engagement by Account Size: Do larger accounts engage more?
Activation Rates: Percentage of invited users who become active
Next Steps#
Need Help?#
If you have questions about managing account users, please contact your system administrator or refer to the additional help documents listed above. 