Add the people who answer tickets and control what they can do. These guides cover inviting agents, choosing roles, editing or removing agents, and routing incoming tickets to the right person automatically.
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- Agent roles explained
Learn about the three workspace roles (Owner, Admin, and Agent) and what permissions and settings each role can access in your Essential Support workspace.
- Change an agent’s role or details
Update a teammate's full name, email, customer-facing handle, and role between Agent and Admin. Learn how to edit agent details and reset two-factor authentication.
- Deactivate or remove an agent
Learn the difference between disabling and deleting agents, and how to use each option from the Agents settings to remove someone from your workspace.
- Invite an agent
Invite teammates to your workspace so multiple agents can handle customer tickets. Only owners and admins can add agents, who start with the base Agent role.
- Set up ticket routing
Learn how to automatically assign tickets to agents based on ticket type, either to a single agent or rotating between multiple agents.