Agents are your team members who use HappyFox to resolve tickets raised by your customers (contacts).
IN THIS ARTICLE:
Watch a feature walkthrough 📽:
Navigate to Manage >> Agents from the module switcher.
Note: Only agents having “Manage agents” permission can view this option.
Click on the “+” button to create a new agent.
Fill in the below fields
Email Address: Email ID of the agent
Role: Agent’s permission/access level will be according to the role assigned.
Associate Categories: By associating category, the agent can view/work on tickets created in the associated category.
Note: Refer to this article on how to add multiple agents at a time.
Account invite email will be sent to the agent and this agent will now be available under the “Pending” agents tab.
Agent should then follow the instructions in the email to add more details such as user name password to start using the app.
Until the agent creates the account, the agent will remain in the pending agent list.
Once the agent has created the user profile, navigate to Manage >> Agents and refer to the “Active” tab to view the active agents list. The table view is explained below
Agent Status: Indicates the agent’s availability for ticket assignment.
Available indicates that the agent is actively available for the auto assignments and ticket assignments.
Unavailable indicates that the agent is unavailable for the auto assignments and ticket assignments.
Not applicable indicates that the agent is not associated to any category which has auto assignment enabled.
Note: You will not view “Agent Status” column if none of categories have auto assignment enabled.
To know how agents work in HappyFox Classic, refer to the document attached