How to change my password for agent and customer?

Changing password for Agent:

1. Go to Admin >> Agent >> click on the agent name >> Click on the Reset password button. 

2. This would trigger a password-reset link to the agent’s email address.

Changing password for Customers:

Please follow the below steps to reset the password.

1.Go to Support home page

2.Click on forgot password link

3. Enter your email address and click on submit.

4. This would trigger a password-reset link to your email address.

5. Usually it would take couple of minutes, if it is taking long time do reach support administrator for immediate assistance.

How to recover if I accidently delete an Agent account?

Please follow the below steps to recover the agent account.

1. If the agent profile were deleted, then it would be moved as a contact.

2. Go to Customer’s tab and check for the name.

3. Click on edit and you would be able to see the convert to an agent button,

Please click on this button to convert to an agent, also while deleting an agent the tickets worked by the agent would be moved to unassigned. We would need to manually add the tickets back to the agent after recovering the contact as shown above.

How to remove an agent from portal?

It is not advised to delete the agent profile, as we would lose the track of tickets that were worked by the agent. So it is advised to convert the full time agent to an occasional agent and then edit his email address to a dummy email address like [email protected]

Please follow the below steps to remove an agent from your helpdesk.

1. Go to Admin >> Agents >> click on the agent name

2. Click on edit >> click on occasional agent checkbox

3. Change the email address to a dummy email address.

4. Save the details now.

Account locked out. Admins converting them to occasional agent by mistake.

If you are the account admin and by mistake moving your account to occasional agent, please follow the below steps to recover back to full time agent.

1. You would be logged of from the portal,

2. Click on forgot password link and enter your email address

3. This would trigger a password-reset link to your mailbox.

4. Change your password and try to login with your new password; this would use a day pass as your account is moved to occasional agent.

5. Now go to Admin >> Agents >> Occasional >> click on your name

6. Change the detail from occasional to full time agent and save.

7. Go back and log into the portal.

How can we transfer account admin access from one to another?

If you were an account admin you would have full control to your helpdesk agents,

1.Go to Admin >> Agents >> click on edit

2.Edit the roles and scope of the agent; grant the account admin role to the agent.