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
- Select the name of the agent while you are in the edit screen of a ticket.
- Click the 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 that can be customized from the plugin settings.
Please keep in mind that you must create a WordPress user having an "Agent" role. Otherwise, the "Agent" dropdown will not return any agent names.