Getting Started

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.

1. Open the invitation email and click the registration link.
2. You will see the name of the organisation and portal you have been invited to.
3. Enter your full name and choose a password (you will need to confirm the password).
4. 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:

1. Go to your portal URL and click Create an account.
2. Fill in the registration form:

3. Click Create Account.
4. 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:

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.

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

Customers also see a New Ticket button in the header for quick access.

Admin users

Organisation owners additionally have access to Users management.

Creating your first ticket

1. Click New Ticket in the header (customers) or navigate to Tickets and click the create button (admins).
2. Fill in the ticket form:

3. 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:

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.