Adding agents and admins

Adding somebody to the team, and the two settings that matter more than the invitation: which tickets they can open and which groups they are in.

Adding somebody to the team, and the two settings that matter more than the invitation: which tickets they can open and which groups they are in.

Add somebody

1. Open the team members in Admin Center.
2. Add a team member with their work email address.
3. Set their role.
4. Set which tickets they can access.
5. Add them to the right groups.
6. Send the invitation.

Check for an existing record first

If they have ever emailed support, they already exist as an end user. Adding them again creates a second record, and their history splits between the two.

Search for the address before adding.

Ticket access is the setting that matters

Not the role. Access decides which tickets they can open, and the default is often broader than intended.

A new agent who can read every ticket in the company is a decision, and it should be a deliberate one.

Groups decide what they see day to day

Views, assignment and routing follow group membership. Somebody added without groups technically has access and practically sees an empty screen.

Use the work address

Not a personal one. It matters for single sign-on, for offboarding, and for knowing whose account it is a year later.

Tell them what to expect

The invitation arrives as an email that looks like every other automated message. A note saying it is coming means it gets opened rather than ignored.

See also

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