Managing Agents

Overview

Agents are internal users who work on support requests and related customer operations. Use Settings → Agents to invite agents, maintain their profiles, assign roles and teams, and manage access. The Agents list includes Active Agents, Support Agents, Collaborators, Admin, Deactivated Agents, and Deleted Agents views. These list views are not mutually exclusive: an active support agent can appear in more than one view.

Agent type, support type, role, team membership, and access scope are separate settings. Do not treat the type label as a substitute for a permission check.

Agent types

Support Agent

A Support Agent is intended for day-to-day customer support. The agent's actual access depends on their assigned role, team permissions, and ticket scope.

Support Agents have one of three Support Types:

• Full-time: The standard support-agent classification for ongoing support work.
• Occasional: A support-agent classification for intermittent support participation.
• Light: A support-agent classification for lighter participation.

These classifications are stored as full, occasional, and light. Their exact seat consumption, licensing implications, and allowed actions depend on the organization's configured policies. Do not assume that a Light Support Agent automatically has the same permissions as a collaborator or as a similarly named user type in another product.

Collaborator

A Collaborator is a separate agent type for internal participation or coordination. Its effective abilities are controlled by assigned roles and permissions; do not assume that collaborators can edit, reply to, or own every ticket.

Administrator

An Administrator is an agent type for administration. Administrative actions still require the relevant role permissions. The Administrator agent type and the Administrator role are separate concepts; both should be reviewed when configuring access.

Account Owner

The Account Owner is the existing primary account identity. The owner type is displayed for existing owners but is not offered as a normal selection when creating a new agent. Do not use ordinary agent creation to transfer ownership.

Roles, teams, and access scope

• Role: Determines what an agent is authorized to do, such as viewing agents, inviting users, or managing settings.
• Team: Groups agents for operational assignment, workload, and visibility.
• Access scope: Controls which tickets an agent may access, subject to authorization checks.
• Team permissions: May distinguish teams the agent can edit from teams the agent can view.

Assign the minimum permissions necessary for the agent's work. Changing a label or selecting a team does not automatically grant unrestricted application access.

Create an agent

1. Open Settings → Agents.
2. Select New Agent.
3. Enter the agent's name and unique email address. Complete optional profile details such as phone and job title as needed.
4. Select Agent Type. For Support Agents, choose Full-time, Occasional, or Light.
5. Select the appropriate role, scope, and team access.
6. Review the configuration and create the agent.
7. Confirm the invitation outcome and the resulting agent status.

An existing email address cannot be used to create a duplicate agent account. Correct the address or manage the existing agent instead.

Invite multiple agents

Use New Agent → Invite Multiple Agents where available. Review each agent's email, agent type, role, and team access before submission. Bulk invitations may report successes and failures separately; check the result for each person rather than assuming every row succeeded.

Invitation and activation

New agents can be invited by email. The invited person follows the activation link, establishes credentials, and signs in. If an invitation is not received, verify the email address and invitation status, then use the resend-invitation action where available. Ask the recipient to check spam or junk folders. Do not send an invitation to historical migrated users until onboarding is authorized.

Edit an agent

Open the agent record and update the permitted profile, role, team, or access-scope fields. Save and verify the persisted values. Changes to roles or teams can affect which records the agent may see; test restricted access after modifying security-related settings.

Deactivate an agent

Deactivation blocks the agent from signing in and should invalidate their existing authenticated access. The agent's historical activity and related records should remain available according to the application's retention policies. Where notification delivery is configured, the agent may receive a deactivation email.

Reactivate an agent

Use the reactivation action for an existing deactivated agent. Confirm the account and tenant membership are active, then have the agent sign in again. A reactivation notification may be sent. Reactivation should not silently change the agent's role or team assignments.

Deleted agents

The Deleted Agents view is separate from deactivation. Restoration and deletion must follow the application's available actions and authorization rules. Do not use deletion as a substitute for temporary access suspension.

Permissions and security

Agent-management screens and endpoints are permission-protected. Restricted agents may receive Access Denied when attempting to open the Agents settings page or call its APIs. Hiding a navigation item is not itself a security control; server-side authorization remains authoritative.

Agent identities and memberships are tenant-scoped. A numeric user ID in one tenant does not identify the same person in another tenant.

Troubleshooting

Email already exists: Search for the existing agent and edit or reactivate that record as appropriate.

Invitation not received: Confirm the email address, check spam, review the invitation status, and resend when permitted.

Agent cannot sign in: Check invitation activation, account status, tenant membership, and authentication credentials.

Agent cannot access a page: Check role permissions, assigned teams, and scope. An administrator should not bypass authorization by changing the URL.

Agent was reactivated but still cannot sign in: Confirm both the tenant user status and the tenant membership are active; retry with a new session.

Info drawer shows no contextual help: The Agents documentation page must have an active help_drawer article mapping, and its slug must resolve to a published article in the system Product Help portal.

Related topics

• Managing Teams
• Roles and Permissions
• Agent Invitations and Account Activation
• Agent Shifts and Skills

---

This article documents the application's configured agent classifications. Exact licensing, seat counts, and permission matrices must be verified against the deployed tenant configuration before publishing product-specific entitlement claims.