Within Teamwork Desk, you can view
and manage your agents via the site-level
People area.
Select
the Agents subsection in the
People area to view a list of your current
agents.
Note: By default, archived agents will not be displayed. You can use the filter options to include them in this view.
The agents will be displayed in a
list view and include their profile image,
name, agent type, and permission level. You
can also see their job title and contact
details.
Clicking an agent's name will
bring you to their profile details view.
Above the list of agents, you can
use the quick search field to search for a
specific agent, either by name or email
address.
The results count below the quick
search field will show the total count of
agents on your site by default. The count will
updated to reflect any search term or filters
applied.
At the bottom of the Agents tab,
you can page through the results list
using the arrows to go to the next page of
results. Alternatively, you can select a
specific page number to view or choose the
first or last page options.
Managing agents
You can quickly manage an agent by hovering over the relevant person and clicking the settings cog on the right.
Note: You cannot edit details or manage permissions relating to archived agents.
In the pop-up menu, you can update:
- Agent type
- Administrator permission
- Training Wheels permissions
- Can review tickets - allow the agent to review tickets submitted for review by agents in training.
- Is in training - enroll the agent in training so that some or all of their tickets are submitted for review.
- Percentage - set a percentage of the agent's tickets that should be reviewed.
- Training inboxes - set the agent to in training for all inboxes or a specific subset.
- Note: The Training Wheels feature is available on Premium subscriptions and above.
Filtering
To filter the list of agents, select
the filters icon in the top right.
A filter pane will open to the right
of the agents list where you can filter by:
- Joined - view only agents who joined your
Teamwork Desk site within a certain
timeframe.
- Type - show full-time, part-time, archived agents.
- When archived agents are selected to be included, they will be displayed greyed out in the list of agents.
- Permissions - view agents based on their
profile permissions.
- Inbox access - view only agents with
access to certain inboxes.
Managing columns
To the right of the column headings
for the agents list, you can click the column
options icon to choose which associated
columns you want to view.
Inviting agents
In the top right corner of the
Agents area, you can use the Invite
Agents button to add one or
multiple agents to your site.
A modal will open, allowing you to input the
agents' names, email addresses, agent type,
and permission level.
For more information, see: Adding Agents to Your
Site