Agents are the bulk of your support staff. They are assigned tickets and interact with customers as needed to resolve support issues. The agent's role and privileges are defined by administrators.

Only Admin can add agents.

To add an agent, login as an administrator and go to Admin >Staff  > Agents

1. Click on the [New Agent] button.
2. Now enter all the agent details: Agent Email, Time zone, Agent role (agent/administrator/newly added role), Ticket scope (which kind of tickets will be accessible by the agent), group (at least one group is needed to be selected).
3. Chat and status can be manually selected active or inactive. 
4. After adding all the data, click on the submit button. The agent will be successfully added.
5. Agent will get an activation email to set up his credentials. After which agent can log into his zaidesk account.

Read more

You can organize your agents into specific Groups like “Support” and “Sales”. This lets you easily assign tickets, create specific canned responses, manage workflows and generate group-level reports. Note that an agent can be a member of multiple groups.

Business Hours You can associate different business hours to each of these groups based on their working hours. You can group agents by shifts and assign different business hours to each group, or create separate groups for each location that your agents work from.

Add a new group

1. Go to admin > Staff > Groups. The system default group is “Support” and the manager is the Admin.
2. Click the [New Group] button.
3. Enter a group name, description, select the manager, select the default outgoing email server and you can Make system's default group(s).
4. If you want this group to be the default group that all new agents are added to, select Make system's default group.
5. Click the Submit button.
6. Now the group is added and you can assign agents to this group.

Read more

Maximum security, minimum effort!

Different role types make it easy to manage what users can and can't do in Zaidesk. On the Scale and Enterprise plans you can create and customize additional user roles for more granular control.

Roles allow you to create special privileges and profiles specifying what an agent can see and do within your Zaidesk support portal. These roles help you classify your team into different sections and assign them capabilities so that they get to do what they need to on their helpdesk, without getting in each other\'s way. They are especially useful for larger teams where there are different groups of employees trying to handle different things. In Zaidesk, each user account is assigned to a particular role, which controls their level of access.

Add a new role

1. Go to Admin > Staff > Roles.
2. Click on the [New Role] button.
3. Add a role name, status and role type.
4. Check all the required permissions according to your requirement and click on submit button. The role is added successfully.

Read more