What is Agent Access, and what can a connected agent do?

Agent Access lets you connect an outside support agent app to WorkHub so it can work your support tickets. The agent works as one dedicated WorkHub user (named Henry), only in the projects you choose. Admins manage it in Settings → Agent Access.

Good to know

• What an agent can do (only in the projects you tick):
  • Read tickets, their email threads, staff comments, custom fields and attached files.
  • Search your published knowledge base articles.
  • Email customers from your support address. Emails go out with the agent’s signature and thread onto the ticket.
  • Post internal comments, change ticket fields (title, description, status, priority, type, dates, estimate), set custom fields, add or remove assignees and tags, create tickets and subtasks, log time and attach files (up to 10 MB).
  • Escalate a ticket to the people you chose.
  • Save a draft knowledge base article for your team to review.
• What an agent can’t do: see projects you haven’t ticked, delete tickets, change settings, manage users or billing, or publish knowledge base articles.
• Everything it does appears under the agent user’s name in ticket activity, notifications and the Audit Logs.
• Only an Admin can approve a connection. Even then, the connection always acts as the agent user, never as the admin who approved it.
• Turn off stops every agent request immediately.
• Agent Access is included in every plan.