Agents are users who manage tickets, respond to customers, and execute support workflows in the Agent Portal. Each agent requires an active license and access permissions defined through Admin Settings.

Accessing Agent Management in Admin Settings

To manage agents, navigate to:

Admin → Agents

This section allows administrators to:

• Add new agents
• Edit agent details
• Assign roles and permissions
• Control access to ticket workflows

Adding a new agent

To add a new agent, follow the steps below:

1. Go to Admin > Agents > Add Agent.

2. Fill in all required fields in the Agent Creation form and click Add to proceed.

3. Once a new agent is created, it will automatically navigate to the agent’s details page. Once the agent is logged in, they will be verified.

   
   
   

Agent Roles and Permissions

BoldDesk provides role-based access control through predefined roles:

Common Role Types

• Agent
  Handles tickets and customer communication

• Manager
  Oversees ticket workflows and performance

• Admin
  Full access to Admin Settings, automation, and configurations

For more details about Agent roles and permissions, explore further instructions about Managing Agent Roles and Permissions in BoldDesk.

Use Cases for Adding Agents

1. Scaling Support Teams
   Quickly onboard new agents to handle increasing ticket volume in Tickets → All Tickets.

2. Role-Based Access Control
   Assign different roles (Agent, Manager, Admin) to control access to:

   • Ticket editing
   • Automation rules
   • SLA configurations

3. Department-Based Ticket Handling
   Add agents and assign them to teams for streamlined ticket routing.

Frequently Asked Questions

1. Can I bulk import agents in BoldDesk?
   Yes. BoldDesk supports bulk agent import using .xls, .xlsx, and .csv files.

2. Can I add an agent without assigning a role?
   No. Assigning a role is required when creating an agent in BoldDesk, as it determines access permissions.

3. Can agents access Admin Settings by default?
   No. Only users assigned the Admin role can access Admin Settings. Standard agents and managers have restricted access.

4. Can I deactivate an agent instead of deleting them?
   Yes. BoldDesk allows you to manage agent status from the Agent Details page, depending on license and organization settings.

Related Articles

1. How to Manage the Agents?
2. Managing Agent Roles and Permissions in BoldDesk