Agents are persons who resolve support requests, have different roles in setting up and managing the ticket workflow. Most support staff is Agents. They are assigned tickets and interact with customers as needed to resolve support issues.
An Agent can have administrator privileges by the roles they have been assigned.
Roles and Privileges for Agents are defined by the administrator and may include the following:
•May be added to more than one Group (must be added to at least one)
•Add End Users
•Add both public and internal comments to tickets
•Create and edit own Views
•Can view Reports
•Create and manage articles in the forums
•Access tickets in one of the following ways:
o All tickets in the NSP
o Only tickets assigned to the groups they belong
o Only tickets received from the organization they belong
o Only tickets that they are assigned to
Select Agents tab above the list, to get the list of Agents. Each user item in this list contains the profile picture, name and email address, the Organization name and Action buttons.
Form data and functionality are similar to the End User list, see End Users (Customers).