Within Teamwork Desk, you can edit an agent's profile details as long as you are an administrator on the site.

📝 An archived agent's profile cannot be edited. You will first need to restore the agent.

Select People from the main navigation menu. Switch to the Agents subsection, then click an agent's name to open their profile view.

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Click Edit Profile in the profile's top right.

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Scroll to the relevant detail you want to update. Hover over a field and click the pencil icon to edit. Update the information, then click Save.

Agent details:
  • General:
    • Agent's photo
    • First & last name
    • Email address
      💡 When editing the agent's email address, you can input additional alternative email addresses to associate with the agent.
  • Details:
    • Job title
    • Office, home, and mobile numbers
    • Timezone
  • Permissions:
    • Agent type: full-time or part-time
    • Administrator
  • Training Wheels
    • Can review tickets
    • In training

For more information, see: Deleting an Agent