Managing Help Desk Agents

Agent User

An agent user is help desk technician who receives and handles tickets.  First you need to add a Staff Member, only then you will be able to activate that member as an agent in Help Desk.

Once staff member is added navigate to the following path to activate him as Help Desk User and assign departments and permissions.

Agent users can be edited/removed by clicking on Edit or Remove link respectively, allowing management of Help Desk agent users.

Clicking on Edit link to modify help desk agent will direct to the following navigation path:

Click on Add Agent button to include a new help desk agent. You will be directed to the following navigation path:

You can add new Help desk agent and define his/her permission rights & privileges. Following mandatory fields must be filled in to complete the process:

1. Title: The nick name used for the help desk agent user.  

2. Default Signature: These signatures will be used by default for communication.

Clicking on Save button will update changes.

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