Agents

Agents are support staff who respond to tickets through the dedicated agent portal. They are separate from admin panel users and have a focused interface with only the tools they need.

Agent Accounts

Field	Description
Name	Agent's display name
Email	Unique email address used for login
Password	Hashed authentication password
Phone	Optional phone number
Avatar	Profile photo (auto-generated from name if not set)
Active	Whether the agent can log in
Departments	Departments the agent belongs to
Products	Products the agent handles
Notification Settings	Per-agent email notification preferences

Managing Agents

Navigate to Admin → Support Desk → Agents.

Creating an Agent

1. Navigate to Admin → Support Desk → Agents
2. Click Create
3. Fill in name, email, and password
4. Select the departments and products the agent handles
5. Set Active to enabled
6. Click Save

The agent receives login credentials and can access the agent portal at /support/agent/dashboard.

Inviting an Agent

Instead of creating an agent manually, you can send an email invitation:

1. Navigate to Admin → Support Desk → Agents
2. Click Invite
3. Enter the agent's email address
4. Click Send Invitation

The agent receives an email with a link to set up their account. Invitations expire after a configurable period. Track invitation status (pending, accepted, rejected, expired) from the agent list.

Editing an Agent

1. Click Edit on an agent row
2. Update fields, departments, or products
3. Click Save

Deactivating an Agent

Set the agent's Active status to disabled to prevent login while preserving their ticket history and assignments.

Agent Portal

The agent portal is a dedicated interface for support staff, separate from the admin panel. Agents access it at /support/agent/dashboard.

Portal URLs

Page	Path	Description
Dashboard	/support/agent/dashboard	Overview and stats
Tickets	/support/agent/tickets	Ticket queue
Ticket Detail	/support/agent/tickets/{reference-id}	Full ticket thread
Settings	/support/agent/settings	Agent account settings

Dashboard

The agent dashboard shows a summary of the agent's ticket workload including tickets needing response and recent activity.

Ticket Queue

Agents see only tickets from their assigned departments. The ticket list supports filtering by status, priority, and other fields.

Working with Tickets

From the ticket detail view, agents can:

• Read and reply to the ticket thread
• Insert canned responses using keyboard shortcuts
• Search the knowledge base and insert article links
• Update status, priority, department, category, product, and labels
• Close or delete tickets
• Mark tickets as needing response
• Mark tickets as favourites
• Download attachments
• Unassign themselves from a ticket (with confirmation and redirect)
• Like replies in the ticket thread
• Refresh Envato/license verification data

Bulk Close

From the agent ticket list, select multiple tickets and use Bulk Close to close them all at once.

Notifications

Agents receive in-portal notifications for:

• New tickets assigned to them
• Customer replies on their tickets
• Status changes on their tickets

The notification bell in the agent portal header shows the unread count. Agents can mark notifications as read individually or all at once.

Per-agent notification preferences are configurable in Agent Portal → Settings → Notifications.

API Keys

Agents can generate personal API keys in Agent Portal → Settings → API Keys. These keys allow external integrations to act on behalf of the agent via the REST API.

Agent Settings

Agents can update their own profile at /support/agent/settings:

• Name and phone
• Email
• Password
• Avatar
• Preferred language
• Notification preferences
• API keys

Password Reset

Agents can reset their forgotten password:

1. Click Forgot Password on the agent login page
2. Enter their registered email
3. Receive a password reset link by email
4. Set a new password

The password reset flow is at /support/agent/forgot-password.

Ticket Escalation

Agents can escalate tickets that need admin attention:

1. Open the ticket detail view
2. Click Escalate in the action bar
3. Choose an escalation level and enter a reason
4. The admin is notified via email and in-app alert

Escalated tickets show a badge in the agent portal. See Tickets for more details.

Internal Chat

Agents can discuss escalated tickets privately using the internal chat feature. Access it from the ticket detail view — only agents can see these messages, not customers.

Navigate to Agent Portal → Tickets → {ticket} → Internal Chat to view and send messages.

Assigning Tickets to Agents

• Manual: Set the Assigned To field on any ticket in the admin panel
• Auto-assign: Enable in Admin → Support Desk → Settings → General to automatically assign tickets to agents based on department

Ticket Visibility

By default, agents only see tickets that are directly assigned to them.

Department-Based Visibility

When enabled, agents see all tickets in their assigned departments — not just tickets assigned to them personally. This is useful for teams that share workload.

Enable this in Admin → Support Desk → Settings → General → Enable department-based ticket visibility (off by default).

TIP

When department-based visibility is enabled and auto-assign is also enabled, agents see both their personally assigned tickets and all unassigned tickets in their departments.