Agents

Agents are the front-line team members responsible for supporting users, resolving issues, and managing incoming tickets. In Sympoq, they operate through assigned queues and roles, ensuring that customer inquiries are handled efficiently.

You can manage your agents under Users > Agents, where all registered agents are listed in a centralized dashboard.

To add or edit an agent:

• Click the agent's name/card to edit details.
• Click Add Agent to register a new one.

Managing Agents

Each agent profile includes:

• Name: Full name of the agent
• Email: Contact mail address
• Username: Used for Login - 5 to 31 characters; letters, numbers, hyphens, underscores, @ and dots (.) allowed. It's usually same as the email address
• Password: Required when creating a new agent - minimum 5 characters
• Change password: Option to update password later
• Avatar: Profle photo shown across the site
• Toggle these settings:
  • Active: Grants or restricts access to account
  • Administrator: Adds administration rights
  • Enable notifications: Sends notifications to their address when workflow rules trigger
• Add a Signature: Text automatically added to ticket responses

The following values can be changed by Agents in their profile page: Name, Email, Password, and Signature.

Note

Once a new agent is added and confirmed with the Submit button, you can manage their Queue permissions.

Queue permissions

Agents must be assigned access to at least one queue to interact with tickets. Permissions are role-based and define responsibilities. There are two types of roles:

Role	Capabilities
Queue Manager	Full control over queue settings and ticket management
Agent	Can view and respond to assigned tickets within the queue

To grant Queue permissions, add Queues with the appropriate Role to the permission list:

1. Click Add Row
2. Select Queue
3. Select Role
   • Queue Manager or
   • Agent
4. Click Save.

Repeat steps above to add more Queues with the specified Role to the permission list.

To revoke a permission for a particular Queue:

1. Click the Actions icon next to the queue
2. Select Delete Row
3. Click Save.

Tip

You can also add Agent's permissions to Queue in Settings > Queue list, Edit Queue, Permission list.

Password Reset

To change the agent password and login/username, click the Change password tab. The same procedure applies as well in the customer's update password procedure.