How to Add Users to Your Help Desk Account
Help Desk Agents are the users who are responsible for handling tickets. Their work includes responding to customers, closing tickets, changing ticket details, moving tickets from one category to another, adding tags, etc. Simply put, an agent is a person who works with customer requests.
In this article, you'll learn:
Step 1: In your ProProfs Help Desk account,
- Go to Settings >> Users
- Click +New User.
Step 2: You will be re-directed to the 'Add a New User' form. Enter the details of the new user.
Name: Enter the name of the agent.
Email: Enter the email address of the agent.
Phone: Enter the phone number of the agent.
Teams: Designate the group that the agent will be a part of.
Role: Assign a role to the agent. There are four roles an agent can have. He can either be Admin, Manager, Staff, or Watcher. Each role is unique and provides selective access to certain features.
Allow this user to mark a ticket as spam: You can allow this user to mark a ticket as spam. In doing so, you won't receive new tickets from the email address used to send the ticket marked as spam.
Assign Tickets Automatically: Enable this option to automatically assign tickets to online agents based on a round-robin format.
Max Open Ticket Limit: Admins can fix the maximum number of open tickets with the user at a given point in time. Once the limit is reached, no tickets will be assigned automatically to the support agent.
Signature & Insert Image: You can enter the agent signature here or provide its URL. The signature entered here would automatically be inserted at the end of each email that the agent sends.
Admins can fix the maximum number of open tickets with an agent to ensure less turnaround time for the submitted user queries. They can do so for both existing and new users (as mentioned above).
For existing users:
Step 1: Go to user settings by opening the three dots or the kebab menu and clicking on 'Edit.'
Step 2: Enable 'Max Open Ticket Limit' and select the number of open tickets. You can choose a maximum of 20.
Step 3: Click 'Save' to secure the changes.
That is all about adding users to your help desk account.