Assigning an agent directly to an end-user is pivotal in streamlining the ticket resolution process. It empowers technicians to immediately start troubleshooting and running essential device-related tasks — manually or with the AI assistant — as soon as a ticket is raised.

Please be aware that it's not possible to assign multiple devices to a single end-user within our system. However, you can assign the same device to multiple different end-users if needed.

Assign an agent to a contact

Assign an agent to a user

To assign an agent to an end user:

1. From Customers (on the sidebar), select the customer.

1. From Sites (on the sidebar), select the site.

The Customer page appears.

The Site page appears.

2. From the Contacts tab, select a contact.

2. From the Users tab, select a user.

The Contact page appears.

The User page appears.

3. Click Select agent.

The Select agent window appears.

4. Select the agent from the dropdown list. Then click Apply.

The agent is assigned to the end-user and is displayed under the Related agent section.