Who Can See What — Roles and Permissions

Everyone on your UpSmith account is either an Admin or a Member. That single setting decides two things: what they can change in the app, and what data Jenny will show them when they ask a question.

The short version

• Member — full use of the product and of Ask Jenny. Cannot see payroll, employee records, accounting, inventory or marketing spend, and cannot manage people or change organization settings.

• Admin — everything a Member can do, plus all of the above.

See User Management.

What only an Admin can do

A few things people expect to be Admin-only but aren't, on purpose:

• Everyone can manage their own notification settings — which alerts they get, on which channel, and how often.

• Everyone can correct a teammate's name or phone number. The notifications screen needs this, so it isn't gated. Only changing someone's email address requires Admin.

• Everyone can ask Jenny what changed. "What changed in our setup last week?" works for any user, and so does asking her to undo a reversible change. Changes made by our team show up as UpSmith support.

What Members can't see in Ask Jenny

These areas of your ServiceTitan data are Admin-only:

• Payroll — gross pay items, payroll adjustments, payroll settings, payroll timesheets

• Timesheets — timesheet activity

• Accounts payable — bills, credits, payments, purchase orders

• General ledger — accounts and account types

• Inventory — adjustments, bills, returns, transfers

• Marketing spend — campaigns, campaign categories, campaign costs

• People records — employees, employee roles, and ServiceTitan user roles

There's one extra rule on top: pay figures broken out per technician are Admin-only. A Member can ask for an organization-wide pay total; only an Admin can ask what each individual technician earned.

When a Member asks something that touches restricted data, Jenny doesn't pretend the data isn't there. She'll tell them it exists but is hidden by their permissions, and that an Admin can run it. An empty-looking answer is a permissions message, not a sync problem.

What everyone can see

Every user, Member or Admin, can ask Jenny about:

• Customers and locations — including contacts, notes and custom fields

• Leads and bookings

• Jobs and projects — appointments, job types, history, notes, cancellations, holds

• Dispatch — technicians, shifts, skills, assignments, arrival windows, teams, zones

• Invoicing and payments — invoices, line items, payments, terms, tax zones

• Estimates and proposals

• Memberships — memberships, types, status changes, recurring services

• Pricebook — services, materials, equipment, categories, discounts and fees

• Installed equipment

• Reviews and technician ratings

• Calls

• Forms and submissions

• Business units, tags and job types

• Your UpSmith availability and capacity data

Reports and sharing

• You only see the reports you created — that's true for Admins too. See Recurring Reports.

• Admins can open any report run in the organization, even one they didn't build.

• A scheduled report never shows someone more than their role allows. If an Admin builds a report with payroll figures and schedules it to a Member, the Member's copy is generated at their level — those rows simply aren't in it.

• Share links are per answer, not per conversation. Sharing gives out the one message you shared. The link works for anyone who has it without an UpSmith login, so treat it like an emailed attachment. Links can be set to expire, can be revoked at any time, and every view is recorded.

If you have more than one location

Roles apply to the organization you grant them in, and everything below it. An Admin at the parent brand is an Admin at every location under it and can ask Jenny questions across all of them. Someone given a role at a single location sees that location only.

That's the lever to use when you want to limit what someone sees: give them their role at the location, not at the top.

Common questions

My office manager says a report came back empty, but the data is definitely in ServiceTitan. Check their role. If they're a Member and the question touched payroll, accounting, inventory, marketing spend or employee records, that's the permissions boundary, not a sync issue. Jenny's answer will say so.

Can I give someone access to financials without making them a full Admin? Not today — the model is two levels. If you need finer separation, use your organization structure: put people at a location rather than at the parent.

Someone can see a teammate's phone number and change it. Is that right? Yes. Any co-worker can correct a name or phone number, because the notifications screen depends on it. Email addresses are Admin-only.

Does an Admin see other people's Ask Jenny chats? No. Chats belong to the person who had them. An Admin can revoke a share link that was created from someone else's chat, but can't read the chat itself.

I made someone an Admin and they still can't see a page. A few surfaces — the Technicians page, QuickBooks and a handful of others — are also switched on per organization. If the role is right and the page still isn't there, email support@upsmith.com and we'll check.

Can UpSmith staff see our data? Yes — our team can work inside your account to support you. Those actions are recorded in your change history and shown as UpSmith support.

Where to go next

• User Management — adding teammates and setting their role

• Exporting Your Data from Ask Jenny — what you can export and the limits that apply

• Ask Jenny — what Jenny can do, and how to ask well

• Recurring Reports — scheduling reports and who receives them