Adding and removing agents

When you first set up Helpy, a default admin user is created. Most likely you will want/need accounts for multiple support agents. Luckily, adding additional agents is a simple task and can be initiated from a couple of places in the backend:

From the Settings panel:

  1. Access the system settings panel, and select the option labeled “Users”.
  2. This will show you a list of all the users in your system.
  3. The upper right has a button to “Invite New Users.”  Click this.

From the Team panel:

  1. If you are an admin user, you will have a tab on the top bar for “Team.”  This report shows you how your agents are performing, and also has a prominent button to add agents.
  2. Clicking this will take to the Invitation dialogue.

Inviting Users:

  1. Type or paste a listing of users in the provided field.
  2. Select the role from the dropdown to assign a role to the new users.  If you leave it unselected, the users will be given “agent” permissions.
  3. Enter any additional message you would like the users to receive.
  4. Click the invite button.  The new users will be created and an email sent to each prompting them to visit the site and log in.
  5. On their first visit, new users will need to set up a password to protect their login.

Adding Admin Users:

After inviting the user, you will need to manually assign them with the admin role.  To do this:

  1. Login in as the admin account. From the admin panel, click on the name (not ticket) of each user. This will open the user’s profle view.
  2. There is a link next to the user name to 'edit' them. Clicking this will open a form to make changes to the user.
  3. You will see a dropdown for the users role.  Select "admin" to convert the user.  Make sure you click the "save" button when you are done.

Removing an agent or admin follows a similar process:

  1. Login in as the admin account. From the admin panel, search for the user by name in the upper right corner
  2. If there is more than one user account matching the username you searched for, click on the one that you wish to modify.
  3. This will open a page that shows the user details and discussion history.
  4. There is a link next to the user name to 'edit' them. Click this.
  5. Scroll down and you will see see a dropdown menu for the user’s role.  Here you can convert the agent or admin to a regular user.  Once converted, the user no longer will have access to the admin panel.

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