The agent can't see a ticket or won't connect. What should I check?

Most problems come from the agent being turned off, the ticket’s project not being ticked, or the connection having been disconnected or expired. Work through the checks below in Settings → Agent Access.

Steps

1. Status: it should say “On: agents can work in WorkHub”. If it says “Off”, click Turn on. If it says the agent user doesn’t exist yet, click Create Henry.
2. Projects: under What the agent can work on, make sure the ticket’s project is ticked, then click Save. Tickets in other projects are invisible to the agent.
3. Connection: check that your app is listed under Connected agents. If it isn’t, connect and approve it again.
4. Agent user: if someone disabled the agent user, Agent Access will say the agent user doesn’t exist. Enable it again in User Management, or click Create Henry, which reactivates the same agent user.
5. Approver: if the admin who approved the connection is no longer an Admin, approve the connection again with a current Admin.

Good to know

• Tickets created from promotional, vendor billing or automated emails are tagged and hidden from the agent’s ticket list on purpose.
• If the agent’s emails to customers don’t get replies onto the ticket, check that the agent’s email (shown under Acts as) is your support inbox address and that the inbox is connected in Company Settings.
• If the agent reports that an email was saved but the mail server didn’t accept it, a person should check the ticket. The agent is told not to resend.