Admins & Agents
In the Support Inbox, different roles ensure smooth handling of customer queries. Admins are responsible for managing the overall details, such as usernames and creation dates, and they can update this information whenever needed. Agents, on the other hand, are the frontline support members who directly receive and respond to tickets once a customer raises them. To improve efficiency, you can also create Teams, such as a tech team or a sales team. Instead of tickets being assigned to individuals, they can be directed to these specialised groups, ensuring that queries are handled by the right people with the right expertise.
How to add Agents?
Admins can add new support agents to the system, granting them access to manage tickets and assist customers.
How to edit Admin/Agent(s) Passwords?
Admins have the ability to update passwords for users, ensuring security and control over system access.
Agent Status
The agent status feature shows whether an agent is currently online or offline. Agents can also add a status reason, such as “On break” or “In a meeting,” so the team has clear visibility of availability. This helps avoid confusion and makes it easier to distribute tickets fairly across the active team members.
This page allows you to manage agent statuses to better track their availability.
- You can see two statuses already set up:
- Online → Agent is available to take tickets.
- Offline → Agent is unavailable, and ticket routing will not be assigned to them.
- Under the Actions column, the toggle switches let you enable or disable these statuses.
- If you want to add a custom status reason (e.g., Lunch Break, Meeting, Tea Break), you can click the “+ Add Status Reason” button at the top right.
How to add status reason?
When you click “+ Add Status Reason”, a popup appears to create a new custom status.
- Status Name → Here, you type the name of the new status (e.g., “Tea break”).
- Status Type – Offline → This indicates that when an agent selects this status, they will appear offline in the system, and ticket routing will pause for them.
- At the bottom, you have two options:
- Cancel → Exit without saving.
- Save → Confirm and add the new status.