Within Settings you can manage Clients, Agents and Staff members. Client are your customers, Agents are your support crew who are answering tickets and Staff are non answering ticket Users from your company however they can add tickets (you set the permissions on what access your Agents/Staff have via the Roles settings.
Adding Users of the system can be done from within the Client - Agent - Staff settings found within your main settings hub.
Viewing the current list of Users within a Client profile is found within Users.
Adding a new User button can be found within the current list of Users at the top right.
Simply complete the form for the new User giving them their unique profile.
Name: Each new User should have a unique Name. Having duplicate names within your system can cause confusion later.
Email: This is the Email address belonging to the User. No two Users can use the same email address.
Role: The new User will need to have a Role assigned to them in order to be granted permissions that they require to do their job (Permissions are based on Roles, more on this can be found here Managing Roles.
Status: Setting a user as Inactive will stop them being able to login. Use this option if the user no longer needs access to your help-desk.
Contact Details
There are some optional contact fields. This information will appear on tickets created by this user.
Job Title: Add the new Users Job Title here if they have one.
Phone: Add the new Users Phone number if the one they have is different from the one attached to their Client.
Adding an Agent
Adding an Agent is just the same as adding a Client User. Find the list of Agents within the Agent settings.
Then use the same Add User button on the top right of the list of Agents. Complete the same form except this time from the Role dropdown you will have all the permissions belonging to Roles for your different types of Agents.
Adding a Staff member
Adding a Staff member is much the same as above. Find your list of Staff and use the Add User button on the top right of the page. This time when selecting what type of Staff member you are adding you can choose from the list of Roles you have available for members of staff based on the permissions you have set up (or using the default ones).