Adding your first agents

Adding agents takes a minute. Choosing their role and ticket access is the part that decides what they can see and break.

Adding agents takes a minute. Choosing their role and ticket access is the part that decides what they can see and break.

Add an agent

1. Open Admin Center, then People, then Team members.
2. Click Create team member.
3. Under Enter details, fill in their name and email address, then Next.
4. Under Assign role, choose the role. Save.
5. They receive an invitation by email.
6. Open the new team member and set the groups they belong to. That is not part of the two-step wizard.

Choosing the role

• Agent. Works on tickets. The right answer for most people.
• Admin. Also changes the configuration. Keep this to two or three people. Every admin can rewrite the rules everyone else depends on.
• Light agent. Reads tickets and adds internal notes but cannot reply to customers. Right for specialists who get consulted rather than assigned.
• Contributor. Sees only tickets they are added to.

Ticket access

Ticket access decides whether someone sees all tickets, only their group's, or only their own, and it is often the more consequential choice. Where you set it depends on your plan: where custom roles are available it is a permission inside the role, and otherwise it sits on the individual agent. Either way, set it deliberately rather than accepting the default, particularly if any of your queues carry sensitive information.

See also

• Agent, admin, light agent, contributor: who is who
• Setting ticket access per agent
• Checking your agent seat usage