Within Teamwork Desk, you can manage agent permissions for Training Wheels on an individual agent basis.

Note: Training Wheels is available on the Premium plan and above.



Go to the People area of your site and select the Agents tab.

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From the list of agents, click the name of the agent you want to enroll to open their profile.

Select the Edit Profile option in the top right corner of the agent's profile view.

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Below the agent permissions, you will see a section for Training Wheels.

Here you can choose from two options:

  • Can review tickets - allow the agent to become a reviewer of other agents' tickets
    • Only agents with this permission enabled and administrators can review tickets.
    • Agents with the review permission cannot be in training at the same time.
  • In training - enroll the agent in the Training Wheels review process
    • Once enabled, you can choose a percentage of the agent's tickets you want to be picked for review.
      • This will be set to 100% by default.
    • Agents in training cannot have permission to review tickets at the same time.

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When an agent is in training, you will see an In training tag at the top of their profile. The percentage of tickets to be reviewed will also be visible in the details pane on the left side of their profile.

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For agents with permission to review tickets, you will see a Can review tickets tag in the details pane on the left side of their profile.

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For more information, see: Enabling Training Wheels for Your Site