How to add an agent

Agents are considered help desk staff. They can view and answer tickets, and their access level depends on the role assigned to them. There are three agent roles, each with its own set of permissions:

• Owner / Admin
• Manager
• Agent

View this article for a breakdown of agent roles and their permissions.

How to add a new agent

Note only agents with a manager or admin/owner role have the ability to add agents.

1. Go to admin settings > Agents & teams > Agent list
2. This will be redirected to the Staff list where you can view all existing agents
3. In the upper right corner, click the red +new button to begin adding a new agent
4. A popup will appear. Input the agent's details:
   • Email address (required): The email address the agent will use to log in
   • Name (optional)
   • Role (required): Choose the appropriate permission level
   • Group (required): By default, this is set to Individuals, or you can select a different group assignment for the agent if desired
5. Once you’ve filled in the required information, click create.
6. The new agent will receive a notification to join the helpdesk