How to add an agent

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

The different agent roles

There are a few 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 administration > Agents & teams > Agent list

  2. This will be redirected to the Staff list where you can view all existing agents, with their role, group and when they were last active

    The Staff list, with each staff member's role next to their name, their group and when they were last active.

  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

    The Create New Agent dialog, with the email address, name, role and group of a new staff member filled in.

  5. Once you’ve filled in the required information, click create.

  6. The new agent will receive a notification to join the helpdesk

Related article

Agent roles and permissions explained