By default all administrator user roles gets added as administrator agents but you may need to divide your workload by adding agents to reply ticket for your website. See below video for how you can do this –
Agent Roles are set of permissions an agent can have in SupportCandy. You can either edit existing agent role permissions or can create new ones which get applied to agents of the assigned role. By default there are two Agent Roles available:
- Administrator : Has all permissions for SupportCandy tickets.
- Agent : Has permission to see tickets assigned to him and un-assigned tickets. You can edit this role permissions if needed.