Create and manage agent accounts

Rafal Kloc
2 min read
updated: Jul 1, 2019

Agents are members of your organization who have access to your HelpDesk. In this article, you will learn how to manage agent accounts including:

  • How to add a new agent
  • How to delete agent accounts
  • How to edit agent accounts and what you can edit

How to add a new agent

New agents can be added by admins. Here’s how to invite your teammates to join you on HelpDesk via email.

  1. Go to Agents.
  2. Click "+Add" in the upper-right corner and click “Invite agents”.

Inviting agents

  • Enter your teammate’s email (an invitation link will be sent to this email address).

Sending invitations to HelpDesk

  • Assign them to a team (optional, if you have more than one Team).
  • Click “Send invitations”.
  • Your teammate(s) will receive an invitation email with a verification link. This link redirects to a login page where the Agent can choose a password and sign in.

How to edit or delete agent accounts

Agents can customize their accounts in Settings. However, if it’s necessary the account settings can be edited by admins.

To edit agent’s profile, go to the Agents section. Then, select an Agent from the list and click the edit icon in the upper-right corner.

Agent details in the agents section

You can change the following settings:

  • Name – change the agent’s display name
  • Teams – assign the agent to teams
  • Email notifications – enable or disable email notifications

Agent settings in the HelpDesk app

  • Permissions – change agent’s role to admin to give them access to advanced settings (billing, inviting other agents)
  • Signature – a signature will be added at the bottom of agent’s messages
  • Delete agent – delete the Agent’s account

Additional agent settings in the HelpDesk app

When you apply the necessary changes, click “Save changes”.

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