This guide walks you through everything from creating your account to submitting your first ticket on AgentDesk.
Creating your account
Invited users
When an administrator invites you to a portal, you receive an email with a registration link.
- Open the invitation email and click the registration link.
- You will see the name of the organisation and portal you have been invited to.
- Enter your full name and choose a password (you will need to confirm the password).
- Click Create Account.
Your account is created with the role assigned by the administrator. Your email is pre-verified through the invitation, so you can start using the portal right away.
Self-registration
If your organisation allows open registration:
- Go to your portal URL and click Create an account.
- Fill in the registration form:
| Field | Description |
|---|---|
| Full name | Your display name across the portal |
| Work email | Use your company email to automatically join your organisation |
| Password | Must meet strength requirements |
| Confirm password | Re-enter your password |
- Click Create Account.
- Check your inbox for a verification email and click the link to activate your account.
:::tip Using your company email address allows the system to automatically associate you with the correct organisation. :::
Signing in
Go to your portal URL and sign in with your email and password. Depending on how your portal is configured, you may have additional sign-in options:
| Method | When available |
|---|---|
| Email and password | Always available unless SSO is enforced |
| Single Sign-On (SSO) | When your admin has configured an OIDC provider |
| Google Sign-In | AgentDesk domain users only |
If SSO is enforced for your portal, you will be automatically redirected to your company's identity provider.
Forgot your password?
Click the Forgot your password? link on the sign-in page to receive a password reset email.
Email not verified?
If you see a verification error, click Resend verification email to get a new activation link.
Onboarding (administrators)
When an organisation owner or admin signs in for the first time, AgentDesk walks you through a six-step onboarding wizard to configure your portal.
| Step | What you configure | Required? |
|---|---|---|
| 1. Welcome | Introduction to your organisation | -- |
| 2. AI Integration | Anthropic API key for AI-powered ticket analysis | Optional |
| 3. Jira Integration | Jira URL, email, API token, and project key | Optional |
| 4. GitHub Integration | Connect repositories via GitHub OAuth | Optional |
| 5. Branding | Upload your logo and set a primary colour | Optional |
| 6. Complete | Confirmation and link to your dashboard | -- |
You can skip any optional step and configure it later from Settings. Your progress is saved automatically, so you can close the wizard and return to it at any time.
:::info The Anthropic API key must start with sk-ant-. You can generate one from the Anthropic Console. :::
Navigating the portal
After signing in, you land on your dashboard. The navigation items you see depend on your role:
Customer users
| Section | Description |
|---|---|
| My Tickets | View and track all your submitted tickets |
| Notifications | View and manage your in-app notifications |
| Profile | Update your name, password, and notification preferences |
Customers also see a New Ticket button in the header for quick access.
Admin users
| Section | Description |
|---|---|
| Tickets | View and manage all tickets across the portal |
| Workflows | Configure AI-powered automation workflows |
| Analytics | Dashboard with ticket metrics, workflow stats, and team performance |
| Assets | Monitor URL and endpoint health with automated checks |
| Dashboard | Overview of portal activity and metrics |
| Portals | Manage portal configuration and branding |
| Settings | Organisation and integration settings |
Organisation owners additionally have access to Users management.
Creating your first ticket
- Click New Ticket in the header (customers) or navigate to Tickets and click the create button (admins).
- Fill in the ticket form:
| Field | Required | Description |
|---|---|---|
| Category | Yes | Select a request type (e.g. Development request, Support, Access request) |
| Summary | Yes | Brief title for your request (5--255 characters) |
| Description | Yes | Detailed description of your request (minimum 10 characters) |
| Priority | No | Highest, High, Medium, Low, or Lowest |
| Attachments | No | Drag and drop or browse to attach files |
- Click Submit.
Your ticket is created and your team is notified. If your portal has Jira integration enabled, the ticket is also synced to your Jira project.
:::tip Write a clear, specific summary. Good: "Unable to access billing dashboard after password reset". Vague: "Something is broken". :::
What happens next
Depending on how your portal is configured, your ticket may be:
- Reviewed by a team member who will respond with updates or questions
- Analysed by AI which can investigate the issue and suggest solutions for your team to review
- Synced to Jira so your team can manage it alongside their other work
- Tracked against SLA targets with response and resolution due times based on the ticket's priority
You will receive notifications when there are updates on your ticket. Check the bell icon in the header for unread notifications.
Filtering and searching tickets
The tickets page supports several ways to find what you need:
| Filter | Description |
|---|---|
| Status | Filter by one or more ticket statuses |
| Project | Filter by Jira project |
| Portal | Filter by portal (admin only) |
| Search | Free-text search across ticket summaries |
| Include resolved | Toggle to show or hide completed tickets |
| Sort | Order by created or updated date |
Getting help
If you have trouble signing in or using the portal, contact your portal administrator. They can reset your access, update your role, or help with any configuration issues.
For technical documentation, use the search bar at the top of this site to find specific topics.