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 a couple agent roles, each with its own set of permissions:

• Owner
• Admin
• Manager
• Agent

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 Account admnistration > 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

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