Agents are support staff members who are tasked to resolve tickets. To assign a ticket to an agent, click on "Create Connections" link in the Assignee box, select an agent from the list by clicking on the plus icon next the name of the agent while you are in the edit screen of a ticket. Then click Update button. After an agent assigned to a ticket, you will see the agent's name under the assignee column in the ticket list screen. After an agent assigned to a ticket, the agent will get an email notification which can be customized from the plugin settings.