How to Manage the Agents
The “Agents” is listed under the Users and Permissions option in the admin module.
The Agent’s List
It has a list of all agents in an organization.
| All | Consists of all agents irrespective of the category. |
| Active | Consists of verified and unverified agents. |
| Verified | Consists of verified agents. |
| Unverified | Consists of unverified agents. |
| Deactivated | Consists of the deactivated agents. |
The following are fields available in the agent list table:
- The name of the agent along with the email ID and whether the agent is available or not.
- The role of the agent.
- Last seen of the agent.
- The status of the agent.
- The options that can be done on each agent.
Actions
Various actions to perform on the agents are available.
View Profile
You can view each agent’s profile by clicking the View Profile option.
Impersonate
Impersonating – Use this option to assume the identity of another agent for troubleshooting purposes. Whenever an agent is impersonated, a log is also recorded in audit logs.
- You cannot impersonate an agent who has only one permission in the admin module.
- To remove the impersonation, just click on “Remove Impersonation”
Agent Availability Status
Agents have the option to set their availability status as online, away, offline, or any custom availability status. Please click on this article for more information.
Send Reset Password Email
When an agent forgets his or her password, the send reset password email option can be used. This option sends an email to the respective agent with a link to reset his or her password.
Deactivate
Click the Deactivate option to deactivate the agent. After deactivating, the agent will not be able to log in unless reactivated.
Deactivated agents are not considered in billing.
Send 2FA Recovery Code
You may want to send a 2FA recovery code to the agent; please use the option below.
This option will only be available if you enable the Enforce two-factor authentication (2FA) for all agents.
Verify Agent Manually
For unverified agents, an extra option is available. The Verify Manually option allows you to mark the agent as verified on their behalf.
The following options are also available:
- Adding a new agent.
- Export and Import agents
- Change owner option.
- Searching agents using name and email.
- A filter for filtering out the required values.
Edit Agent Details
- Navigate to the Admin module, select Agent, choose the Agent you want to modify.
- And click Edit Agent to update details.
- At present, BoldDesk does not offer a centralized feature for bulk-editing agent display names across the system. Administrators or users with agent management permissions can update individual agent names through the Admin module. Each agent’s display name must still be modified one at a time by selecting the agent profile and using the Edit Agent option.
- To bulk edit agents, one may need to export the agents, edit the details, and import the agents again. Please refer to this article for more details about importing agents
Accessing the agent’s module
To access the agents in the admin module, the user should enable the Manage agents permission.
- BoldDesk currently does not offer a “light agent” or “free collaborator” role. Every user who needs access to the system—whether for full functionality or limited visibility—must be assigned a full agent license.
- If team members only need to view reports or ticket details without performing support actions, you can configure their access as read-only by customizing roles and permissions. Please refer to this article for more details.
- However, even read-only users still require a full agent license, as there is no option for free or restricted-access accounts that bypass licensing. All users accessing the platform, even in a view-only capacity, are billed as agents.
Frequently Asked Questions (FAQ)
Q 1. Can I reactivate a deactivated agent?
A. Yes. You can reactivate a previously deactivated agent at any time by navigating to the agent list, selecting the deactivated agent, and clicking the activate option.
Q 2.How can I filter or search for specific agents?
A. Use the search bar and filter options in the Agents list to quickly locate agents by name, email, role, or status (active/inactive).
Q 3. Can I assign multiple roles or groups to an agent?
A. Yes. An agent can be assigned to multiple groups and roles depending on your organization’s permission structure. This allows for flexible access control across departments.
Q 4. What happens to tickets assigned to a deactivated agent?
A. Tickets assigned to a deactivated agent remain in the system and can be reassigned manually or through automation rules. The agent’s historical activity remains visible for auditing purposes.
Q 5. Can I export a list of all agents?
A. Yes. You can export the agent list from the Admin module under Agent listing page for reporting or auditing purposes. The export typically includes agent names, emails, roles, and status.
Q 6. Is there a way to enforce two-factor authentication (2FA) for agents?
A. Yes. Administrators can enforce Two-Factor Authentication (2FA) for all agents from the Admin module under Agent Portal → Login Settings. Additionally, individual agents can enable 2FA themselves by navigating to Personal Settings → Security. Once 2FA is enforced, agents will be prompted to configure it during their next login.
Q 7. Can I view login history or activity logs for agents?
A. Yes. You can access detailed audit logs from the Admin module to track agent logins, impersonation events, and configuration changes.
