Help Desk is a platform developed by
This article illustrates how to use Agent Management in Help Desk.
I. Introduction
In Agent Management, Help Desk owner can manage agents including add agent, set agents' skill and service hours.
II. Instructions
1. Add agent
Click Agent - Add Agent to enter agent page.
Fill in agent name and skills, select service hour and click Confirm.
2. Edit agent information
Click Modify on the right side.
Set agent service hours: Administrator can set start and end time for an agent, manage agent service hours. You can also select date range with overnight hours, e.g. 23:00 - 06:00 (on the next day).
Set agent's Skills: If a user's question cannot be answered, an agent will be involved to offer support. Agent skills can be set based on FAQs category, so that agents can be matched according to their specific skills.
3. Delete agent
Click Delete on the right side to delete an agent.