Overview
If you’ve set someone up as a manager but they still can’t see their team, you usually need to fix one of these areas:
Department structure
Manager permission profile
Employee department assignment
Delegation
Work through the checks below in order.
1. Check the Department Structure
First, confirm that you have assigned the manager to the correct department.
Go to:
Company > Departments
Find the relevant department.
Hover over the department row.
Click the yellow Update button.
Check that:
The correct Manager is selected for this department.
You save any changes.
If the wrong manager is selected (or no manager is set), update this and save. Then ask the manager to refresh their view and check again.
2. Check the Manager Permission Profile
Next, confirm that the person has the correct permission profile.
The user must have the Manager permission profile, not just Employee.
The Manager profile works together with the department structure to control visibility.
With the Manager profile, a user can:
See records for employees in their departments.
Update records for employees in their departments.
If they only have the Employee profile, they will not see their team even if they are set as a manager in the department.
3. Check Employee Department Assignment
Now confirm that the team members are actually assigned to the department the manager oversees.
For each employee who should appear under that manager:
Open the employee’s record.
Check the Department field.
Make sure it matches the department where this manager is set as the manager.
Save any changes.
If an employee is not in the correct department, the manager will not see them.
4. Use Delegation as an Alternative
If you need more specific or temporary access (for example, cross‑team coverage or cover during absence), use Delegation instead of changing the department structure.
To delegate access:
Go to:
Employees/Workers > Delegation
Click Add Delegated User.
Select:
The manager who should receive access.
The specific employees they should see.
Save the delegation.
Delegation lets the manager see and manage specific employees without changing:
The main department structure
The primary manager assignments
5. After You Make Changes
After you update any of the above:
Ask the manager to:
Log out and back in, or
Refresh their browser.
Then ask them to:
Go to their team view,
Confirm they can now see the correct employees.
If they still can’t see their team after all these checks, gather screenshots of:
The department setup,
The manager’s permission profile,
One affected employee’s department,
and escalate to your support or system administrator.