Agent Settings

Agent Settings

All users in your business are automatically available as support agents. The Agent Settings page lets you configure how each person participates in your support operation.

What You Can Configure Per Agent

• Department — Assign the agent to a specific department, or leave blank for all departments.
• Escalation Level — Set the agent's tier in the escalation chain:
  • Level 1 — Front-line support, handles initial tickets
  • Level 2 — Senior/specialist, handles escalated issues
  • Level 3 — Management/admin, final escalation point
• Max Concurrent Tickets — Set a cap on how many open tickets an agent can hold at once (0 = unlimited).

How to Update Agent Settings

1. Go to Agent Settings in the navigation.
2. Find the user in the table.
3. Click Settings next to their name.
4. Adjust department, escalation level, and max tickets.
5. Click Save.

Auto-Sync

Users are automatically registered as agents when they first access Support — there's no need to manually add them. You only need to configure their settings.