How do I add a new Full Time Agent?

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How you'll add a new Agent will vary based on the plan you're on and the access level you have. So let's start by heading to the Billing area to check.

In the top right corner of your Admin area, you'll see a link to the Billing section (credit card icon). If you don't, don't panic. That just means you're not a Billing Administrator for your site. If that's the case, you'll want to have your Billing Administrator check on this part for you.



You'll see your plan name in the top right corner of your Billing summary. If you're on Standard, Plus, Pro, Business, or Business Plus:



First head to the Team section to check if you have any available licenses.



If you do have an available license (this can be done by any Administrator with "Manage Team" permissions):
  • Click the Add User button.
  • Fill out the Agent's information
  • Pick an Access Level for the Agent
  • Click the Add button


If you do not have an available license:
  • Head to Billing (requires a Billing Administrator role)
  • Click Customize Plan
  • Change your Number of Licenses
  • Click Save


     
  • Head to the Team section, as per the previous screenshot
  • Click the Add User button
  • Fill out the Agent's information
  • Pick an Access Level for the Agent
  • Click the Add button
If you are on any plan other than Standard, Plus, Pro, Business, or Business Plus, you're on an older plan that doesn't require going to the Billing area.

For older plans, you'll need to be the Billing Administrator on your site.
  • Head to Team
  • Click on Add User
  • Agree to the pro-rated charge for the remainder of your billing cycle
  • Fill out the Agent's information
  • Pick an Access Level for the Agent
  • Click the Add button
In all cases, upon clicking the Add button, your Agent will receive an email welcoming them to your Desk site, with a link to set their password. This linke expires in 30 minutes, so be sure your Agent clicks on it upon receipt.