With the introduction of new menus and related updates, administrators can directly receive tickets and chat with customers. For example, they can directly handle critical issues or receive escalated tickets from agents.
This page covers the following updates:
Once the agent role is added to admins, the definition of two roles in Desk is upgraded as below.
In short, the term Agent includes Admin indicating an agent with additional permissions. For example, admins can create ticket tags or close tickets without asking customers while agents can only add tags or close tickets only when allowed by admins. However, we call both agents and admins Agents because they have no difference when it comes to supporting customers.
As admins are able to handle customer inquiries as an agent, the admin role expanded as below.
This update brings the following changes:
