The user module enables you to manage all of the users, operators and organisations that exist within the application. Moreover, you can create custom fields and change how the application functions for users.
Operators represent staff accounts. You can adjust an operator's permission by assigning them to an operator group.
Organisations are a way of linking multiple user accounts so they can access each other's tickets. Organisations can be set up and managed by both users and operators.
Users represent customers which have corresponded with your help desk.
You can use the mass email feature to send out emails to one or more groups instantly as opposed to sending emails to individual users one by one.