Agent management is available on all Teamwork Desk plans.
What
Add agents to your site and invite them to join Teamwork Desk.
Why
  • Invite new agents as your support team grows.
  • Select which inboxes agents will be added to.
  • Enter details for multiple agents in one flow.
Who
  • Site administrators can add new agents to your site.
  • Agents must accept their invitation before they can be assigned work or added to triggers or followers.
When
Use this when you need to invite new agents and add them to inboxes.

Before you start

  • You can add agents based on the number of paid seats in your subscription.
  • If Training Wheels is enabled for your site, you can set training options during the invite flow.

How to invite agents

  1. Select People from the main navigation menu.
  2. Switch to the Agents subsection and click Invite agents.
    People section with Agents selected and Invite agents action
  3. Add details (name, email, agent type) for each new agent you want to create. Each time you fill out an agent's details, another row is added for you to (optionally) add another agent.
    If Teamwork is enabled for your account, you can click Select from Teamwork to add existing Teamwork users as Teamwork Desk agents.
    Invite agents form with Select from Teamwork option
  4. Click Next.
  5. (Optional) If Training Wheels is enabled for your site, you can then set:
    • Which of the new agents should be enrolled in training.
    • What percentage of their tickets should be reviewed.
  6. Select inboxes to add the agents to.
    Select inboxes step during agent invite flow
  7. Click Send.

Important notes

  • How long do agent invitations last?
    Agent invitations to Teamwork Desk expire after 24 hours.
  • What can agents do before accepting their invite?
    Agents who have not yet accepted their invite cannot have anything assigned to them, be added to triggers, or be added as a follower on tickets.
  • Can an agent and an inbox use the same email address?
    An agent and a team inbox cannot be associated with the same email address. Individual inboxes can match.
  • What happens in Teamwork when a new agent is created?
    When you create a new agent in Teamwork Desk, that user is automatically also added as a collaborator in your Teamwork site. The user can log in, but has no access by default.