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 |
| 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
- Navigate to Admin → Support Desk → Agents
- Click Create
- Fill in name, email, and password
- Select the departments and products the agent handles
- Set Active to enabled
- Click Save
The agent receives login credentials and can access the agent portal at /support/agent/dashboard.
Editing an Agent
- Click Edit on an agent row
- Update fields, departments, or products
- 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
- Password
- Avatar
- Preferred language
- Notification preferences
- API keys
Password Reset
Agents can reset their forgotten password:
- Click Forgot Password on the agent login page
- Enter their registered email
- Receive a password reset link by email
- Set a new password
The password reset flow is at /support/agent/forgot-password.
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
Agents only see tickets that are assigned to them (via the sd_ticket_agent relationship). Tickets not yet assigned to any agent appear in the queue but are marked as unassigned.
TIP
When auto-assign is enabled, new tickets are automatically linked to an agent in the matching department. Agents then see those tickets immediately in their portal queue.