Agents Management
Route: /org/resolve/settings?tab=agents · Permission: Manage Helpdesk Settings
1. What an agent is
An agent is a user who can be assigned a ticket. Not everyone with Resolve access is an agent: a manager may read the queue and never appear in an assignee dropdown.
Agent status is what makes a user appear in: the Assignee picker on ticket detail, the Agent filter on the queue, Bulk Assign, auto-assignment rules, and agent analytics.
2. How it spreads
3. The table
| Column | Holds |
|---|---|
| Agent | The user |
| Email Address | Their login address |
| Status | Whether they are active on this project |
| Actions | Add, deactivate, remove |
4. Field reference
| Field | Control | Source of values |
|---|---|---|
| User | Picker | The organisation's users — agents are existing users granted a role here, not new accounts |
| Status | Toggle | Active agents appear in assignment surfaces; inactive ones do not |
Their open tickets keep pointing at them and stop being worked. Reassign first — the queue's Bulk Assign with an Agent filter is the fastest way — then deactivate.
5. The department link
An agent's department is not set here. It lives on their Employee Details under Org → Users, and it is what makes an OLA clock start. An agent with no department never triggers one.
6. Don't confuse this with…
| These two | Differ by |
|---|---|
| Agents vs Customers | Agents work tickets; customers raise them |
| Agent vs org user | Every agent is a user; not every user is an agent |
| Agent vs approver | Approvers are set by the approval workflow, not here |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| A colleague is missing from the Assignee dropdown | Not an agent on this project — agents are project-scoped |
| Auto-assignment never picks someone | They are not active, or not in the rule's pool |
| OLA clock never starts for a team | The agents have no department set under Org → Users |