New AgentsWhen you add a new agent, you will have to provide the agent’s email, set their permission levels, and access (full-time or occasional). Agents will receive an email with a confirmation link to activate their account after which they can be assigned to, or respond to tickets. Administrators can also edit an Agent’s profile to include the agent’s title, phone, profile picture, signature, etc.
Full-time vs Occasional Agents
You can choose whether your agents will need access to your support portal full-time, or will only be logging in occasionally. Occasional agents will use up a Day Pass for each day they log in to your support, and you can purchase Day Passes in bulk from the Admin tab. Note that you will only be billed monthly for the number of full-time agents you add. Learn more about Day Passes
Agent Groups
You can associate your agents with one or more groups. Segmenting them into groups simplifies ticket assignment. It also lets you customize business hours, create specific canned responses, manage workflows, and generate group-level reports.
Agent Roles
Choose the tickets this agent can view and actions they can perform within the helpdesk by assigning one or more roles. Note that you will not be able to modify your own roles, or delete yourself.
Admin - User Management - Agents - New Agent
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