Create and manage agent accounts

Rafal Kloc
2 min read
updated: Aug 26, 2022

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 agentLink icon

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 accountsLink icon

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”.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.


Roles in HelpDesk

Discover the roles you can assign to the HelpDesk users.

Read the article

What are teams

Use teams to structure agents in your customer service process.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

Signup hand
14-day free trial Easy setup

Discover our other products