Add an Agent to a Group

Agents are the employees of a company who handle customer issues and requests using SmarterTrack. They are the ones that will manage tickets, respond to live chats, write knowledge base articles and more. However, before agents can work on tickets or live chats, they must be a member of the group(s) for which the tickets and live chats are assigned.

Applies to SmarterTrack 11.x-12.x

Follow the steps below to add an existing agent to a group:

1. Log in to SmarterTrack as a System Administrator.
2. Click the Settings icon.
3. Expand the Manage folder.
4. Click Groups. A list of available groups will load in the content pane.
5. Select the group that you want to add an agent to and click Edit in the content pane toolbar.
6. Click the Agents tab. A list of agents currently assigned to the group will display.
7. Click Add Agent. A list of agents will display.
8. Select an agent from the list. All other settings are optional and pertain to the agent's ability to handle tickets and live chats, so be sure to refer to the online help for more information on these settings.
9. Click OK.
10. Click Save.

Applies to SmarterTrack 7.x - 10.x

Follow the steps below to add an existing agent to a group:

1. Log in to SmarterTrack as a system administrator.
2. Click the Settings icon.
3. Expand the System Settings and Organization folders in the navigation pane.
4. Click Groups.
5. Select the group that you want to add an agent to.
6. Click Edit in the content pane toolbar.
7. Click the Agents tab. A list of agents currently assigned to the group will display.
8. Click Add Agent. A list of agents will display.
9. Select an agent from the list. All other settings are optional and pertain to the agent's ability to handle tickets and live chats, so be sure to refer to the online help for more information on these settings.
10. Click OK.
11. Click Save.

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.