How can I add a Support Agent?
To add support agents, Goto Setup > Admin Settings > Support reps > Add Support Rep.
Once you add a Support Rep, an invitation e-mail with the confirmation link would be sent to them. On confirmation, Support Rep is associated into your organization's account.
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I'm not able to Deactivate Support Agent
If you are not able to de-activate a Support Agent, please check if the Support Agent is a primary contact. Goto Setup >Admin Settings >Company Details >Check if the Support Agent is a primary contact.
Can a Support Agent be associated with multiple Portals?
Yes, Support Agent can be associate to multiple Portals. As soon as the Support rep log-in, associated Portal URL's are listed. Support rep can click on a Portal to view/reply tickets.
My Support Agent did not receive invitation e-mail
If your Support Rep did not receive the invitation e-mail to join your organization, you can re-invite the Support Rep. Goto Setup > Admin Settings > Support Reps > Select a Support Agent > Click Re-Invite button. This triggers another invitation ...
How can I restrict customize permission for Support Agent?
You can restrict this at Profiles. Goto Setup >Admin Settings >Profiles Edit the standard profile or create a new profile and un-check the option Customize Zoho Support under Admin Options. Associate this Profile to the Support Agent (Setup >Admin ...
How can I hide fields to Support Agent?
To hide fields, Goto Setup >Admin Settings >Field level security >select the module > Profile Now, check/un-check the fields that would like to show to the Support Agent associated with that profile and save the settings. For more help refer, Field ...