Customer Guide

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