I. Intro

Who can perform these steps: Help Desk administrators. 

Help Desk owners and administrators can manage agents in Help Desk Admin, including adding agents, editing agent information, and deleting agents for a help desk 

II. Steps

Add Agent

In the left navigation of Help Desk Admin , click Agent, and then in the top-right corner of the Agent page click Add Agent.

In the Add Agent window, specify the following information:

Agent: Specify one or more agents. Up to 10 agents can be specified and configured simultaneously for the help desk.

Service Time Zone: Select the time zone of the agent service hours.

Note: Click on the avatar in the upper right corner of the Help Desk page > Time Zone settings to display the time zone. The Help Desk admin page of the person who sets this will show the time in this time zone. 

Service hours: Specify the service hours of the agents. You can specify service hours that extend into the next day. For example, you can specify the agent service hours as Monday 23:00 to Tuesday 06:00.

Skills: Specify the skills that the agents possess for resolving user issues. If users opt to chat with an agent in the help desk, an agent that has the skills to resolve the user issue is assigned to handle the issue.

Ticket permission: Select the scope of tickets that the agents can view and manage in Ticket Center. All agents can view bot service tickets in Ticket Center regardless of the Ticket permission option that is selected.

Edit agent information

To edit agent information, on the Agent page click the ⋮ More icon on the right side of the row for an agent, and then click Modify.

On the Modify Agent Info page, edit agent information as necessary, and then click Confirm to save the changes.

Delete agent

To delete an agent from a help desk, on the Agent page click the ⋮ More icon on the right side of the row for an agent, and then click Delete.

III. FAQs