This guide covers everything you need to know as a customer using AgentDesk. Whether you are submitting your first ticket or managing your account settings, you will find the relevant information here.
What you can do
As a customer, you have access to the following features:
| Feature | Description |
|---|---|
| Create tickets | Submit support requests, bug reports, and questions through your portal |
| Track tickets | Follow the progress of your tickets from submission to resolution |
| Add comments | Communicate with your support team directly on a ticket |
| Watch tickets | Subscribe to updates on specific tickets |
| Upload attachments | Attach files, screenshots, and documents to your tickets |
| Manage notifications | Control how and when you receive updates |
| Submit feedback | Rate your experience after a ticket is resolved |
| Update your profile | Change your name, avatar, password, and preferences |
Navigating the portal
When you sign in, you will see two main areas:
- My Tickets -- View and manage all the tickets you have submitted. This is your home page after signing in.
- Settings -- Update your profile, password, theme, and notification preferences.
You will also see a New Ticket button in the header, giving you quick access to create a ticket from any page.
Understanding roles
AgentDesk has three portal roles. As a customer, it helps to know what each role does:
| Role | What they do |
|---|---|
| Customer | Create and view their own tickets, add comments, and receive updates |
| Operator | Work on tickets, respond to customers, and review AI suggestions |
| Portal Admin | Configure portal settings, manage users, and oversee all tickets |
You will primarily interact with operators and admins through the comments on your tickets.
Next steps
- Working with Tickets -- Learn how to create, track, and manage your tickets
- Notifications -- Understand how notifications work and how to customise them
- Account Settings -- Update your profile and preferences
- Submitting Feedback -- Rate your support experience after a ticket is resolved