Invite Agents

The Invite Agents feature allows administrators and managers to invite new or existing users to join Frappe Helpdesk. Invitations are sent by email, enabling users to securely access the Helpdesk portal with the appropriate role.

Access the Invite Agents Page

Open the Settings dialog in the Agent Portal and navigate to the Invite Agents tab.

From this page, you can invite multiple users, assign roles, monitor pending invitations, and cancel invitations when required.

Invite Agents

To invite one or more users:

1. Enter one or more email addresses separated by commas.
2. Select the appropriate role for the invited users.
3. Click Send Invites.

Each successfully invited user receives an email containing an invitation link to join Helpdesk.

Assign Roles

Each invitation requires a role to be assigned.

• Agent — Can work on tickets and perform standard support operations.
• Manager — Has additional permissions for managing agents and Helpdesk settings.

If you are logged in as a Manager, only the Agent and Manager roles are available when sending invitations.

Invitation Expiry

Invitation links remain valid for 3 days.

• Accepted invitations become active immediately.
• Expired invitations can no longer be used.
• When an invitation expires, the person who sent the invitation receives an email notification.

Cancel a Pending Invitation

If an invitation has not yet been accepted, you can cancel it from the Invite Agents page.

1. Locate the pending invitation.
2. Click Cancel Invitation.

After cancellation, the invitation link becomes invalid and the invitee receives an email informing them that the invitation has been cancelled.

Accept an Invitation

Invited users can join Helpdesk by opening the invitation link received in their email.

If accepting the invitation creates a new Frappe Framework user account, the user is redirected to set or update their password before accessing Helpdesk.

Password Setup

Whether invitees are prompted to create a password depends on your authentication settings.

If Username/Password Login is disabled in the System Settings of the Desk view, users will not be redirected to the password setup page after accepting an invitation.

Best Practices

• Assign the minimum role required for each user.
• Verify email addresses before sending invitations.
• Cancel invitations that are no longer needed.
• Resend invitations if they expire before being accepted.
• Review pending invitations periodically to keep access organized.