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Getting started

Adding agents

Agents are your IT team members. You can add them from the Admin Portal.

Adding an agent

  1. Go to Admin Portal → Agents
  2. Click + Add Agent
  3. Enter their name, email, and a temporary password
  4. Assign a role: Agent or Admin
  5. Optionally assign them to a team and add specialties
  6. Click Create

Roles

  • Agent: can view and respond to tickets, use the KB and AI assistant.
  • Admin: full access including settings, agent management, email config, and billing.
  • MSP Admin: can manage multiple clients, assign agents across workspaces, and see all tickets.

Plan limits

Your plan determines how many agents you can add. Startup: 3 · Team: 15 · Business: 50 · Enterprise: unlimited. You will see an error if you hit your limit. Upgrade your plan to add more.

SSO login

On Business and Enterprise plans, agents can sign in through your identity provider with SAML single sign-on. On Enterprise, SCIM provisioning can create and deactivate agents for you.