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Overview of Agents Module in Service Desk
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Agents play a key role in a service desk, they are responsible for providing support and resolving tickets raised by the requesters. Efficiently managing agents is crucial for delivering exceptional support services in a organisation. Agents, who possess specific skills and expertise, work on Service Desk to handle and resolve tickets raised by requesters. The Agents module in Service Desk provides an efficient and organised way to manage agents. It consists of the following sections:

Agents Module

  1. Active Agents
  2. Pending Agents
    • Pending Agents 
    • Pending SSO Agents
    • Pending Google Apps Agents
  3. Deactivated Agents

Active Agents Tab

Agents who are invited and have activated their service desk accounts will be listed here.

Following details of an agent will be displayed in this page,

  • Agent name
  • Account level Role
  • Email address
  • Team(s): Teams to which the agent is associated with. 

Pending Agents Tab

The Pending Agents tab lists agents who have been invited by an admin but have not yet activated their service desk accounts.

 

Reinviting Agents

  • Admins can re-send the service desk account invite to the agent email from here.
  • Simply click on the more (three dots) icon at the end of the agent's record and select Reinvite. This will send a new invitation URL to the agent's email address with instructions.

Deleting Agent Invite

  • Admins also have the option to delete an agent invitation from here.
  • By clicking on the more (three dots) icon at the end of the agent's record and selecting Delete Invitation the activation URL sent to the agent's email will become invalid. 
  • However, an agent can be added again by an admin, and a new invitation can be sent to them any time.

Pending SSO Agents

For Service Desk accounts with Single Sign-On (SSO) configured, admins are not required to manually invite agents. Agents can log in directly to the agent portal using the SSO login, which automatically adds a pending SSO agent - account request to this section.

 

Activating a new agent account request from SSO

  • Click on the more (three dots) icon at the end of the agent's request record and select Activate. 
  • Agent's role needs to be set before activating the request. 
  • This will send a notification to the agent's email with the account activation details.
  • Agents can then login and access their Service Desk account.

Deleting a new agent account request from SSO

  • Admins can delete an agent's account request from SSO by clicking on the more (three dots) icon at the end of the agent's request record and selecting Delete 
  • Deleting the agent invite will remove the account access request sent by the agent and prevent them from signing in to the Service Desk.

Pending Google Apps Agents

For Service Desks with Google Apps SSO configured, admins are not required to manually invite agents. Admins can manually select the Google users who need to be invited to the Service Desk. Also, Agents can log in directly to the agent portal, which automatically adds their pending Google Apps agent account request to this section.

 

Activating a new Agent Account Request from Google Apps SSO

  • Click on the more (three dots) icon at the end of the agent's record and select Activate
  • Agent's role needs to be set before activating the request. 
  • This will send a notification to the agent's email with the account activation details. 
  • Agents can then login and access the Service Desk.

Deleting the new Agent Account Request from Google Apps SSO

  • Admins can delete an agent's account request from SSO by clicking on the more (three dots) icon at the end of the agent's row and selecting Delete.
  • Deleting the agent invite will remove the account access request sent by the agent and prevent them from signing in to the Service Desk.

Deactivated Agents Tab

  • The Deactivated Agents tab lists agent accounts that have been deactivated by admins. 
  • Deactivated agents will not have access to the Service Desk until re-activated.
  • Admins can Re-activate an agent by clicking the link button available at the end of the agent's row.
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