Frequently Asked Questions
General
What is AgentDesk?
AgentDesk is a customer support portal that combines ticket management with AI-powered workflows. Your clients submit support tickets through a branded portal, and your team manages them from a central dashboard. AI can automatically analyse issues, suggest fixes, and prepare code changes for review.
Who is AgentDesk for?
AgentDesk is designed for teams that provide technical support to clients. It is especially useful for teams that manage software products and want to use AI to help investigate and resolve issues faster.
Can I use AgentDesk without AI features?
Yes. The ticket management system works independently of AI workflows. You can create, manage, and resolve tickets without enabling any AI features.
Accounts and access
How do I get access to a portal?
A portal administrator sends you an invitation by email. Click the link in the email to create your account and access the portal. Alternatively, if your email domain is approved for the portal, you can register directly.
What is the difference between my organisation role and my portal role?
Your organisation role (Org Owner, Org Admin, Org Member) controls what you can do across the entire organisation, such as managing billing or creating portals. Your portal role (Portal Admin, Operator, Customer) controls what you can do within a specific portal. You have one organisation role and one portal role per portal you belong to.
Why can I not see a particular portal?
You must be a member of a portal to see it. Having an organisation role does not automatically grant access to all portals. Ask a portal administrator to add you.
How does SSO work?
If your organisation uses Single Sign-On, you sign in through your company's identity provider (such as Okta or Azure AD) instead of using a password. Your administrator configures SSO and can enforce it so that password login is disabled.
Tickets
Can I use the portal without Jira?
Yes. AgentDesk has its own built-in ticketing system. Jira integration is optional. When Jira is not connected, tickets are managed entirely within AgentDesk.
How does Jira sync work?
When Jira integration is active, tickets created in the portal are automatically created in Jira, and vice versa. Comments and status changes sync both ways. If Jira is temporarily unavailable, tickets are saved locally and sync resumes when Jira is back.
What happens when I create a ticket?
Your ticket is saved in the portal and your team is notified. If AI workflows are enabled, the system may analyse the ticket and post findings. If Jira is connected, the ticket is synced to your team's Jira project.
AI workflows
What does the AI do with my tickets?
The AI can analyse ticket content, investigate the relevant codebase, suggest fixes, and prepare pull requests. It posts its findings as comments on the ticket. All proposed code changes require human approval before being merged.
Can the AI make changes without approval?
No. The AI never merges code or makes permanent changes without human approval. All proposed code changes go through a pull request that your team must review.
What are approval requests?
When the AI prepares a code change, it pauses and asks a team member to review and approve the change before proceeding. Approval requests appear on the ticket and in the approvals queue. They expire after 24 hours if not acted on.
Billing
How do I change my plan?
Go to Admin > Settings > Billing and click Upgrade or Downgrade on the plan you want. You will be taken to Stripe to complete the change.
What happens if I exceed my plan limits?
Usage metrics (portals, users, AI workflows) are tracked against your plan limits. When you reach a limit, the relevant action is blocked until you upgrade or wait for the next billing period (for workflow limits).
How do I access invoices?
Click the Stripe button on the billing page to access the Stripe customer portal, where you can view and download all invoices.
Sprints
What are sprints?
Sprints are time-boxed periods used to organise and track a set of tickets. Each sprint has a start date, end date, and a backlog of tickets with optional estimate points. Sprints help your team plan work in manageable chunks and measure progress.
How do I use sprints?
An administrator or operator creates a sprint, sets the date range, and adds tickets to the sprint backlog. The sprint moves through statuses: Planned (not yet started), Active (in progress), Completed (finished), or Cancelled. When a sprint is completed, AgentDesk captures a snapshot showing how many tickets were committed, completed, and carried over.
SLA
How does SLA tracking work?
SLA (Service Level Agreement) tracking monitors response and resolution times for tickets based on their priority. Administrators configure SLA policies per portal, setting target times for each priority level (for example, "High priority tickets must receive a first response within 2 hours"). AgentDesk tracks each ticket's progress against these targets in real time.
What are business hours?
SLA timers only count during your portal's configured business hours. Business hours include a timezone, start and end times, and which days of the week are working days. Holidays can also be configured. If a ticket is created outside business hours, the SLA timer starts at the beginning of the next business day.
CSAT
How do I leave feedback on a resolved ticket?
After a ticket is resolved, you may receive a feedback request via in-app notification or email (depending on your portal's configuration). Click the link or notification to rate your experience using either a star rating (0--5) or a thumbs up/down, and optionally leave a comment.
What happens with my feedback?
Your feedback is recorded and visible to your portal's administrators and operators. It helps the team measure customer satisfaction and identify areas for improvement. Individual feedback is associated with the ticket it relates to.
Integrations
What does the Shopify integration sync?
When connected, the Shopify integration syncs product data (title, vendor, status, variants, images), order data (financial status, fulfilment status, total price, line items), and customer records. Data syncs automatically via webhooks when changes occur in your store.
What does the BigCommerce integration sync?
The BigCommerce integration syncs product and order data from your store. You can filter synced data by status, date range, and other criteria. Sync runs periodically to keep your portal data current.
How often does e-commerce data sync?
Shopify data syncs in near real-time via webhook events (product updates, new orders, etc.). BigCommerce data syncs periodically. Both integrations also cache data locally for fast access within the portal.
Asset monitoring
What is asset monitoring?
Asset monitoring lets you register URLs and endpoints for automated health checks. AgentDesk periodically sends requests to each asset and tracks whether it responds successfully. Assets can have statuses of Up, Down, or Degraded.
How does auto-ticket creation work?
When an asset fails a configured number of consecutive health checks (the failure threshold), AgentDesk automatically creates a ticket to alert your team. The ticket includes details about the asset, the type of failure, and when the downtime was first detected. This is tracked as an incident until the asset recovers.