How to add an agent

Agents are help desk staff. They can view, respond to and be assigned tickets.

There are a few agent roles, each with its own set of permissions:

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

Go to Account admnistration > Agents & teams > Agent list
This will be redirected to the Staff list where you can view all existing agents
In the upper right corner, click the red +new button to begin adding a new agent
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
Once you’ve filled in the required information, click create.
The new agent will receive a notification to join the helpdesk