Agents and users

Agents are people who provide support services and with the admin role they can also supervise and configure the system.

Agents Video Setup

If you prefer video instructions over text, watch the video below:

Agents Setup

Step 1: Navigate to Configuration>Agents

Step 2: Click on Create agent. Name your new Agent and define agents's email address and gender.

Step 3: Select a role: Agent - can view and answer ticket or Admin - can view and answer tickets and manage system settings

Note: Agent will receive password via mail.

After the agent is created by clicking on Edit you can setup:

Agent's email notifications

Add or remove agent to departments, Define type of service agent will provide in departments

  • Users with "agent" privileges can see and answer tickets ONLY from the department they are added in! They are not able to view tickets from other departments. 
  • Users with "admin" privileges can see the department even if they are not added in it! They just won't have the option to directly enable chat/call/ticket solving on that department for themselves.

Configure signature. It can be appended at the end of all outgoing messages.

Configure additional advanced settings: Max chat load, Chatting priority and Level.

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