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Manage Agents

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How do I add and manage agents?

Agents are support team members who log in to HappyFox Help Desk to handle tickets. You can add agents one at a time, add several at once by entering their email addresses, or import them from Google Apps.
 

Available on all plans.

​​Before you begin​Only the Account Administrator and agents with the Manage Agents permission can add or modify agents. To learn how to set up roles and permissions, see How do I create and manage roles?

How do you want to add agents?

Choose the option that fits your situation:

 One at a timeAdd a single agentName, email, role, and optional category assignment›

 BatchAdd multiple agentsPaste a list of email addresses to invite several agents at once›

 Google AppsImport from Google AppsPull users directly from your Google directory›

Add a single agent

  1. Go to Manage > Agents.
  2. Click + Add and select Single Agent.
  3. Enter the agent's First Name, Last Name, and Email Address.
  4. Select a Role to control what the agent can access.
  5. Optionally, use Associate Categories to assign the agent to one or more categories.
  6. Click Add Agent.

HappyFox Help Desk sends the agent a welcome email with a link to set their password. The agent appears in the Pending tab until they accept the invitation and create their account.

​​Note​If you have used up your agent seats and cannot invite a new agent, please reach out to [email protected] to add more licenses

Add multiple agents

  1. Go to Manage > Agents.
  2. Click + Add and select Multiple Agents.
  3. Enter the agents' email addresses in the Email IDs field, separated by commas or line breaks.
  4. Select a Role to apply to all the agents being added.
  5. Optionally, use Associate Categories to assign all agents to one or more categories.
  6. Click Add Multiple Agents.

Each agent receives a welcome email. All successfully added agents appear in the Pending tab until they accept their invitations.

 

 

Import agents from Google Apps

If your account is connected to Google Apps, you can import agents directly from your Google directory.

  1. Go to Manage > Agents.
  2. Click + Add and select From Google Apps.
  3. Follow the prompts to select users and assign them a role and categories.

​​Note​The Google Apps import option requires the Google Apps integration to be activated in your account first. If it is not yet set up, HappyFox Help Desk will prompt you to activate it before you can proceed.

Pending agents

The Pending tab in Manage > Agents lists agents who have been invited but have not yet set up their account. The tab shows each agent's name, role, email address, and assigned categories.

To manage a pending invitation, click the three-dot icon on the agent's row:
 

Reinvite sends a new invitation email. Use this if the original email was not received or the invite link has expired. Delete Invitation removes the pending invitation. The agent will not be able to use the original invite link.

​​Note​The Pending tab also has a Pending SSO Agents section for agents invited through an SSO provider.

View and edit an agent

The Active tab lists all agents who have accepted their invitation. The table shows each agent's name, role, email address, number of assigned categories, and current agent status (Available or Unavailable).

Click any agent's name to open their detail page. From here you can see their recent tickets, review activity counts in the Recent Activity panel (Assigned, Replies, and Private Notes broken down by today, yesterday, last week, and last 7 days), and click Edit to update their name, role, or category assignments.

​​Note​The Agent Status column shows Available or Unavailable based on the agent's current availability. If no categories in your account have auto-assignment enabled, this column shows Not applicable for all agents.

Deactivate an agent

Deactivating an agent prevents them from logging in without removing their history from your account.

  1. Go to Manage > Agents.
  2. Click the agent's name to open their detail page.
  3. Click Deactivate.
     

The agent moves to the Deactivated tab. Their past ticket activity is preserved. To restore access, go to the Deactivated tab and click Re-Activate on the agent's row.

If you are using HappyFox Classic, refer to the Classic add agent guide and the Classic manage agents guide.

Continue reading

How do I create and manage roles?› View and re-invite pending agents› Set agent availability for ticket assignment› How to purchase additional agent licenses›

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