Adding Support Staff Agents
June 8, 2017
One of the best things about using uCare is that it allows you to add as many support agents as you want. This allows you to create a unique user account for each person who is part of your support staff. This comes in very handy for you as the admin, because it allows you to track performance by user. Additionally, this is great for accountability as you can assign tickets to agents, track who is working on a ticket as well as who closed it.
On the customer side of things, having your agents listed by name and having your customer know who they are talking to increases your customer satisfaction, and helps reduce irate customers. Customers often respond positively when the support agent name and/or gravatar is shown in the ticket.
How to add a support staff account:
- In your WordPress admin dashboard, go to Users – Add New
- Enter your agent’s info ( name, email etc.. )
- Set the agent User Role to an appropriate one (Support Agent or Support Admin). If you are not sure which role to pick, you can read this article about User Roles & Capabilities.
- Save the changes by clicking on “Add new user” once you have filled out all the required information.
Once added, your support agent can now login to the system, and begin answering support tickets right away!