I. Intro

The Agent page of a help desk allows the owner and administrators of the help desk to add agents, delete agents, and modify agent information. Agent information includes service hours, service skills, and ticket permissions.

II. Steps

1.Add an agent

Click Agent in the left navigation bar and. On the Agent page, click Add agent in the top right corner.

On the Add agent page, set the following required fields:

Agent

Enter the name of the agent. You can add a maximum of 10 agents at a time.

Service hours

Set the service period for the agent. The service period can last across days, such as 23:00 to 06:00 on the next day.

Skills

Assign service skills to the agent. If a user has a question that is not included in the recommended questions and FAQ category cards pushed by the AI bot, the user can contact Support. Tickets are assigned to agents with the matched skills. You can click View Skills to manage agent skills.

If you want to assign a skill to the agent, click any blank area in the Skills text box and select the required skill.

If you want to remove a skill from the agent, click the delete icon on the skill tag in the Skills text box.

Note: If no skill is assigned to an agent, the ticket permission setting of the agent may be affected.

Ticket permission

Specify the tickets that the agent can view and operate. This setting filters out tickets that are irrelevant to the agent, which optimizes service efficiency. You can select only 1 of the following options:

•Assigned tickets: The agent can view only the assigned tickets, the tickets that the agent is invited to view, and the tickets transferred from other agents.

•Assigned and skilled tickets: In addition to the assigned tickets, the agent can view all tickets with matched skills.

•All tickets: The agent can view all tickets on the help desk. In addition, the owner and administrators of the help desk can view all tickets by default, and this permission setting can't be modified.

Note: All agents can view AI bot tickets regardless of their permissions.

Click Confirm. Then, the agent is added.

2.Modify agent information or delete an agent

If you want to modify the information of an agent, click the more icon on the right of the agent and select Modify.

On the Modify Agent Info page, modify the agent information as needed. Then, click Confirm to save the modification.

Note: If the only agent who possesses a specific skill is deleted, the skill is also deleted.

If you want to delete an agent, click the more icon on the right of the agent and select Delete.