What Is The Difference Between A User, Agent And Administrator
Here is how we define the three roles of User's, Agent's and Administrators
Regular User - someone who does not need any other access of any kind besides being able to submit a ticket. This will typically be your clients.
Agent's - someone who for you who will be answering tickets. They have more access than users but cannot modify or control any major settings that may affect your organization. They do have the power to create, edit, submit and modify anything ticket related.
Administrator - someone who has full access to your organization and makes any changes they desire. It is recommended that the account creator remains as the only administrator to ensure security.
Keep in mind that we consider an administrator account the same as an agent, so anything agent related you will be on that list. Administrators can do all things like an Agent, but an Agent cannot do all things like an Administrator.
How To Transfer The Main Administrator Account To Another Account
When you create the first initial account with Seamlessdesk we consider that account to be the main account. Since your organization is based on this it is the most important account of all your accounts.
If you find yourself needing to transfer this ownership of your account then you can do the following to someone else.
Click on your profile image at the top right of every page and then click on My Profile
Click on "Transfer Ownership"
On the next screen choose who you would like to transfer the ownership to. The users listed on this page are other administrators and agents. Regular Users will not appear on this list. You will need to make a user at least an agent in order to see them.
Confirm the two dialog boxes that will appear before proceeding.
Keep in mind that once you transfer ownership of your account you will be reduced to a user account. If you need to change back to an administrator or agent you will have to find another administrator to do so.
Can I Have More Than One Agent Assigned To A Ticket?
Yes. You can assign as many agents as you want to any ticket. When you assign any additional agents to a ticket they will be treated the same as the main agent assigned and will be notified of any changes made to the ticket.
When looking at your ticket (on a Desktop) you will see a section called "Additional Agents". There you can add agents.
Keep in mind that you cannot re-add the currently assigned agent to the ticket as well as the user who is the requester since they are already associated with the ticket itself and will already receive any correspondence.