Agents
Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community
This module shall enable you to create and view list of all the agents, to whom you have provided access of the Faveo system. When you create a user, you can give them a username and signature and assign them to a role (either agent or administrator), then assign them to department and team.
You can create an agent by performing the following steps: Go to Admin panel > Staff > Agent > Create agent
- Choose a Username for the agent
- User name, First name and Email address are mandatory fields, to be filled in the Agent information. Every field marked with * is mandatory.
Status: Ensure to keep the Agent/Admin’s status set to Active -- this will allow the user(agent/ admin) in this case to use the system
Role: You have an option to make the user role as an admin or agent. Kindly do so by clicking on the corresponding radio button.
- Admin: An admin can access the entire system and make the necessary changes.
- Agent: While an agent can work on the tickets only.
Assigned Group: Here you can assign an agent to a particular group to give them certain permissions.
Primary Department: You can assign your agent/ admin to a specific group or department by selecting a department from the drop down menus or create one. (refer to department section).
Agent Time zone: Select the user’s time zone in the drop-down menu.
Assigned Team: You can assign an agent to single or multiple team for example tester, developer etc, to do this, check the boxes corresponding to the team you want to assign your user to.
Agent Signature: Create an Agent Signature, to give every agent a unique identity. This signature will be attached to their reply in a ticket.
Click on Save to retain the agent details and continue.