Overview
Ticket Agents are the users who can be assigned and respond to support tickets. In this section you’ll learn how to add, enable/disable, and remove agents.
Steps
Go to Settings (gear icon) → Ticket Settings → Ticket Agents tab.
Click Add New Agents.
In the modal, select one or more users from the dropdown; click Add.
Back in the list, set each agent’s Group (e.g. Support, Sales) and toggle Status to Enabled or Disabled.
To remove an agent, click the Delete trash‑can icon on that row.
Tips
Only Enabled agents will appear in assignment menus.
Group assignments here drive what filters and Round‑Robin pools they join.
Troubleshooting
New agent not listed? Make sure the user exists in your system and has the “Ticket Agent” role.
Cannot delete yourself? You cannot remove your own agent record if you’re the last admin—assign another admin first.