Agents play a crucial role in your Service Desk, as they are responsible for providing support and resolving tickets raised by requesters. Efficiently managing agents is crucial for delivering exceptional support services through your Service Desk. This article will guide you through the process of adding agents to your Service Desk account using the various methods.
Required Permission(s)
Manage Agents
Only agents with this permission will be able to view the Agents module and manage, view, add, edit and deactivate agents within Service Desk.
There are multiple ways using which agents can be added to Service Desk
- Adding Manually
- Single Agent
- Multiple Agents
- Using Google Apps
- Automatic Agent addition using SSO
- Okta
- Azure AD
- Custom SAML, etc
How to invite a new service desk agent?
To add a single agent to your Service Desk, follow the steps explained below
1. Navigate to Main Menu > Manage > Agents > +Add dropdown
2. Click on Single Agent from the dropdown.
3. An Add Agent right panel will open up. Provide the following details to add a new agent,
- First Name
- Last Name
- Email Address
- Account Role (optional)
- This role will provide admin privileges to the Agent across the Service Desk modules based on the configuration of the Account Role.
- This role defines if the agent has permissions or access to manage account specific modules within Service Desk.
- Not every agent require an Account level role. More details on Account Role is available here.
4: Click on Add Agent button.
5: Agent Activation Email
An activation email will be sent to the agent's email address. The agent needs to follow the instructions in the email to activate their account and set a password for their service desk account.
How to invite multiple service desk agents?
To add multiple agents to your Service Desk simultaneously, follow the steps explained below
1. Navigate to Main Menu > Manage > Agents > +Add dropdown
2. Click on Multiple Agent from the dropdown.
3. An Add Multiple Agent(s) right panel will open up. Provide the following details to add multiple agent(s),
Email Address
- Enter the email addresses of the agents you want to add or invite
- You can add multiple agents by separating their email addresses with commas or line separators.
Account Role (optional)
- This role will provide special admin privileges to the Agent across the Service Desk modules based on the configuration of the Account Role.
- This role defines if the agent has permissions or access to manage account specific modules within Service Desk.
- Not every agent required an Account level role. More details on Account Role is available here.
4. Click on Add Multiple Agents.
5. Agent Activation Email
An activation email will be sent to the agent's email address. The agent needs to follow the instructions in the email to activate their account and set a password for their service desk account.
NOTE: Post Agent Addition
Once agents have activated their accounts, administrators can perform the following activities:
- Assign Agents to their respective Teams and Assignment Groups.
- Agents can then access the tickets and other modules within Service Desk based on their assigned roles and permissions.
- Agents can have different roles within each team they are a part of.