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Agents Overview

The Agents section under User Management is where you manage all system users who handle tickets in SafariDesk. Agents are responsible for:
  • Responding to tickets
  • Managing customer requests
  • Handling tasks within assigned departments
Each agent must be assigned to at least one department to access and manage tickets.

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Accessing Agents

Navigate to User Management → Agents to view and manage all agents in the system.
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This page displays a list of all agents along with their key details.

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Agents List View

The Agents page shows a structured table with the following columns:
  • Name — Agent’s full name and email
  • Departments — Departments the agent is assigned to
  • Phone — Contact number
  • Status — Active or Inactive
  • Date Joined — When the agent was added
  • CSAT Avg — Average customer satisfaction rating
  • Actions — Manage agent (edit, activate/deactivate, delete)

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Creating a New Agent

To add a new agent:
  1. Click the Create Agent button at the top right
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  1. Fill in the required details:
  • Full Name — Enter the agent’s name
  • Email — Example: [email protected]
  • Phone Number — Enter contact number
  • Departments — Select one or more departments
  1. Click Create Agent
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⚠️ Important: Department Assignment

Agents must be assigned to at least one department.
  • If an agent is not assigned to any department, they will not see any tickets
  • Departments determine which tickets an agent can access and manage
💡 Always assign the correct departments to ensure proper ticket visibility.

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Searching for Agents

Use the search bar at the top of the page to quickly find agents by name or email. This is useful when managing large teams.\
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Managing Agents

Each agent can be managed directly from the Actions column.\
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Available Actions

  • Edit — Update agent details (name, phone, departments)
  • Activate / Deactivate — Enable or disable agent access
  • Delete — Remove agent from the system

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Activating & Deactivating Agents

  • Active — Agent can log in and manage tickets
  • Inactive — Agent cannot access the system
Deactivate agents when:
  • An employee leaves the organization
  • Temporary access needs to be revoked

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Department Access Control

Departments control what tickets an agent can see. You can:
  • Grant access by adding departments
  • Restrict access by removing departments
This ensures agents only handle relevant tickets.

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Conclusion

Effective agent management is key to delivering fast, organized, and high-quality customer support in SafariDesk. By properly assigning departments, maintaining accurate agent information, and controlling access levels, you ensure that tickets are routed correctly and handled by the right team members. Keeping your agents active, well-organized, and aligned with the right departments not only improves internal efficiency but also enhances the overall customer experience. If you have any questions, need assistance, or would like help setting up your agents and departments, feel free to reach out to our support team at [email protected] we’re always here to help you get the most out of SafariDesk.