Administrators can configure users by going to Avatar Menu -> Users. They can move a user between these four types, configure their settings and set their project, wiki and discussion group permissions (through the use of Groups).

Looking for Kiln users? Check the article here.

If you are using Manuscript and you do not see any of the menus detailed below, please contact us about switching to our current pricing tiers.

Types of Users


A normal Manuscript user. Normal users have access to cases, wikis, discussion groups, and reports as determined by permissions.


There must be at least one Administrator user on a Manuscript account at any given time. Any user can be promoted by one of the existing Administrators to become an Administrators themselves, and an Administrator can demote any other Administrator to one of the other types of user accounts (but they cannot demote themselves).

An administrator has permission to do anything in Manuscript:

  • Access the Admin menu and Admin Dashboard
  • Configure and add users, and change their passwords
  • Set up projects, areas, shared filters and snippets, and groups
  • Create new planners and milestones
  • Configure all site settings and site working schedule
  • Customize each project’s workflow

In addition to these site-wide administrators, Manuscript also lets you designate any user as an administrator over a project. See Permissions.


A virtual user can’t log on and doesn’t use up a license, but it is a free user. Its purpose is to allow assigning of cases to a group of people instead of an individual. For example, you could create an “Up For Grabs” virtual user that serves as a sort of work queue and owns a case until someone assigns it to themselves. Give it all of the email addresses (comma separated) of the users you want to be notified when a case is assigned to create a notification list.

We like Virtual Users for work queues so much, all Manuscript accounts come with an “Unassigned” Virtual User already configured! To enable email notifications from this user, give it the desired email address(es) and notification preferences.


Community users:

  • Are free user accounts that allow you to partially (e.g. limited access) open up your Manuscript to the outside
  • Can log on to Manuscript and requires email verification
    • Once logged on, they:
      • can see a list of their cases including case number, case title, status, and date opened
      • can click into each case to see all of the email correspondence only (they cannot see internal edits)
      • can also see the ticket url and ticket ID
  • Can be individual or part a group to submit cases on a project-by-project basis. This is not very different from submitting cases via email.
  • Must be enabled or disabled (functionality)
  • Receive only an auto-reply email and explicit email replies from you and not any other notifications
  • See a list of all cases in specified projects if the Community Case List feature is enabled

When Community users are added to groups,  you can restrict the visibility of a wiki to a subset of users. Only wikis and discussion groups can be fully opened to community users through a community wiki.

When a community user logs on to Manuscript and opens a case, the first event on that case will say “case posted to website”.

See also:


This user is free. If you’d like to open wikis or creation of cases up to the public at large, then you can choose to give access to anonymous users. For wikis and discussion groups, these users can read and/or edit depending on the permissions you have configured.

When an anonymous user opens a case, then you will see the first event on the case saying “case posted to website”.

Managing Users

Creating a New User

  1. Go to the Avatar Menu -> Users
  2. At the Manage Users page, click the button Add New
    : If you’re looking to create a community user, click the link “Community Management Page” and then click Add New User.
  3. Enter the Name and Email Address of the user
  4. If you have Kiln enabled in addition to Manuscript, then within Active On, choose the products this user should have access to by checking the checkbox(es).
  5. From the Role drop-down, choose the type of user.
  6. Click button Add User

Changing the Type of User

  1. Go to your avatar on the top right, under Site Administration, click Users
  2. For the user in question in the users list, click the corresponding “Edit” link.
  3. In the section Type, click the corresponding tab to choose the type of user
  4. Click the button OK to save your changes

Granting, Revoking, and Managing Access

  1. Go to your avatar on the top right, under Site Administration, click Users
  2. For the user in question in the users list:
    • Check the Kiln checkbox to allow access
    • Uncheck the Kiln checkbox to disallow access

Manually Changing or Resetting a User’s Password

  1. Go to your avatar on the top right, under Site Administration, click Users
  2. For the user in question in the users list, click the corresponding “Edit” link.
  3. In the section Password, check the checkbox “Check to set the password now
  4. Enter the new password twice
  5. Click the button OK to save your changes