How do I choose which projects the agent works on and who gets escalations?

In Settings → Agent Access, go to What the agent can work on. Tick the projects the agent may see and the people escalated tickets should go to, then click Save.

Steps

1. Go to Settings → Agent Access.
2. Under What the agent can work on, tick the projects in Projects.
3. Under Escalate to, tick the people who should be assigned when the agent escalates a ticket. Each person’s role is shown in brackets.
4. Click Save. You’ll see “Saved. The agent can work in X projects.”

Good to know

• The agent only ever sees tickets in the projects you tick, even if the agent user is added to other projects.
• Saving also gives the agent user access to the ticked projects automatically.
• Until you tick at least one project, the agent can’t see any tickets.
• If nobody is ticked under Escalate to, escalations go to your company’s admins.
• Only active members of your company appear in the list. The agent itself isn’t listed.
• The Status section summarizes the current Projects and Escalations go to settings.