The agent details include information about the agent’s profile, assigned permission and tickets requested by the agent.

You can perform the following actions on the Agent details page:

  • Update agent permissions

  • Edit agent details 

  • Convert to a Contact

  • More options

    • Deactivate agents

    • Opt out of analytics

    • Forget User


Update agent permissions

To update agent’s permission:

  1. Navigate to Admin > Global Settings > User management > Agents.

  2. Click the agent name from the list of agents.

  3. Click Permissions to add agents to groups and assign roles.

  4. Click Edit and select one of the below membership types to add an agent to the groups::

    •  Member 

    • Observer

  5. Search and select the required required group.

  6. Click Add Role to assign a role and select the access level required for a particular role.
    Note: Admin roles can be assigned only across the service desk.

  7. Click Save.


Edit an agent


To edit an agent, hover over the required agent and click Edit. You can edit the agent details based on your requirement.

Note: An agent can only belong to the MSP organization and cannot be moved or belong to another client or organization.