Adding an Agent

Add an agent when a user needs authorized access to perform Helpdesk work.

Before adding the agent

Confirm the person's identity, role, team responsibilities, and required access.

Add the agent

1. Open the agent or user administration area.
2. Choose the option to add an agent.
3. Enter the required identity and account information.
4. Assign the appropriate role.
5. Add the agent to the correct team or teams.
6. Review permissions.
7. Save the agent.

After creation

Confirm that the agent can sign in and access only the areas required for their responsibilities.

Security

Do not grant administrative privileges simply for convenience.

Use least-privilege access and increase permissions only when there is a genuine business requirement.

Good practices

Review access again when the agent changes responsibilities. Accurate team membership and roles are essential for assignment and security.