Adding agents and admins

Adding somebody takes a minute. Which tickets they can then open depends on your plan, and on Enterprise it is not where you would look.

Adding somebody takes a minute. Which tickets they can then open depends on your plan, and on Enterprise it is not where you would look for it.

Add somebody

1. In Admin Center, click the People icon in the sidebar, then select Team > Team members.
2. Click Create team member.
3. Enter their Name and Email, using their work address, then click Next.
4. Choose from the Support role drop-down, and with multiple brands select the brands they need.
5. Click Save, then open the new team member to set ticket access and add them to their groups.

Admins can do this, as can agents in custom roles that have the permission. Neither can add or manage account owners.

Ticket access is the setting that matters

A new agent who can read every ticket in the company is a decision, and it deserves to be a deliberate one rather than whatever the form offered.

On Enterprise it lives in the role

On Enterprise plans you do not set ticket access in agent profiles at all: an agent's permissions come from their custom role. So the way to give somebody narrower access there is to put them in a different role, and looking for the setting on their profile will only waste your afternoon.

On the other plans it is the reverse. Access sits on the profile, independent of the role, and has to be set for each person.

Groups decide what they see day to day

Views, assignment and routing all follow group membership. Somebody added without groups technically has access and practically opens an empty screen, then asks a colleague whether the account is working.

Search for the address first

If they have ever written to support, there is already a user record with that address. Look it up before you create anything, so you know what you are working with rather than finding out later.

And tell them the invitation is coming. It arrives looking like every other automated message, and a note beforehand is the difference between it being opened and ignored.

See also

• Setting ticket access per agent
• Merging duplicate users
• Creating groups