The roster (Staff, then Team) is the list of people who count in performance and payroll reports. It largely maintains itself.
Automatic discovery
The first time someone claims a ticket or replies inside one as staff, they appear on the roster automatically with their name and avatar. Staff means holding one of a category's staff roles, or the Manage Server permission.
Manual entries
Add someone by Discord user ID before their first ticket, with an optional display name and role label (for example "Support Lead"). Role labels are cosmetic and appear across the Staff pages.
The active toggle
Every roster row has a Counted in reports switch. Turning someone off excludes them from performance and payroll views without deleting their history; turn it back on and everything reappears. Removing a row entirely just removes the roster entry; their ticket history remains in the underlying records.
The roster, performance tracking and payroll are all Pro. If more than one person answers tickets, that is the reason to upgrade. See what Pro costs.