Agents

An Agent is a user responsible for managing and resolving customer support requests in Frappe Helpdesk. Agents receive assigned tickets, communicate with customers, collaborate with teammates, and work toward resolving issues while meeting the organization’s Service Level Agreements (SLAs).

Agents are the frontline members of your support team and play an important role in delivering timely, accurate, and professional customer support.

What Agents Can Do

Agents manage the complete lifecycle of customer support tickets. Depending on their permissions, they can:

• View and manage assigned tickets.
• Reply to customers through email or the Customer Portal.
• Update ticket status, priority, and type.
• Assign or transfer tickets to other agents or teams.
• Add internal comments and investigation notes.
• Collaborate with teammates to resolve complex issues.
• Access the Knowledge Base while handling tickets.

Agent Responsibilities

A typical support workflow for an agent includes:

• Investigating customer issues.
• Communicating with customers to gather additional information.
• Providing solutions or troubleshooting guidance.
• Escalating complex issues when required.
• Updating ticket information throughout the support process.
• Closing tickets after successful resolution.

Common Use Cases

Different organizations may have specialized support teams. Some common examples include:

• Technical Support — Troubleshooting software, hardware, or product issues.
• Billing Support — Handling invoices, payments, subscriptions, and account-related queries.
• Product Support — Assisting customers with product features and usage.
• General Support — Answering customer questions and directing requests to the appropriate team.

Collaboration Between Agents

Support requests often require multiple team members to work together. Agents can collaborate by:

• Assigning tickets to another agent.
• Transferring tickets between teams.
• Adding internal comments for teammates.
• Escalating tickets to higher-level support.

Since every conversation and activity remains attached to the ticket, any agent taking over has the complete context needed to continue assisting the customer.

Adding Agents

Before inviting agents, ensure your email account is configured in Helpdesk. Invitations are delivered through the configured outgoing email account.

Prerequisite

Configure an outgoing email account in Settings → Email Accounts. If you haven’t done this yet, refer to the Email Account documentation.

Invite a New Agent

1. Open the Agents page from the Helpdesk sidebar.
2. Click Create.
3. Enter the agent’s email address.
4. Click Send Invites.

If you receive an Outgoing Email Error, verify that your outgoing email account has been configured correctly before trying again.

Accepting the Invitation

After an invitation is sent:

1. The agent receives an invitation email.
2. They open the invitation link.
3. They create their password.
4. They can then sign in to the Helpdesk instance using their credentials.

Managing Agents

Once added, agents become part of your Helpdesk system and can begin handling tickets immediately according to their assigned permissions and teams.

Depending on your Helpdesk configuration, agents may only see tickets assigned to their team or may have access to all tickets within the system.

Best Practices

• Configure your email account before inviting agents.
• Assign agents to the appropriate teams for efficient ticket routing.
• Use internal comments to improve collaboration.
• Keep ticket status and priority up to date.
• Encourage agents to use the Knowledge Base to resolve common issues quickly.