The admin or the owner can set the access for the agents like which part they can see on their service portal. The owner can restrict which part of the helpdesk they have the authority to see and what actions they can perform which can be set under agent privileges.

1. Agent Privileges

2. What is Agent Privileges?
● The admin or the owner can set the access for the agents
like which part they can see on their service portal.
● The owner can restrict which part of the helpdesk they
have the authority to see and what actions they can
perform which can be set under agent privileges.
● Under agent privileges, there are set of privileges which
agents can perform if they have the authority to do so.

3. Example of Agent Privileges:
If an agent has the privilege to manage knowledge base then
he will see the option of the knowledge base in the account
of his service portal else not.

4. Advantages of Agent Privileges:
● It gives power to the support agent to conduct important
activities related to the support tickets.
● Support Agent who is highly responsible will get Higher
Privileges related to Helpdesk work.
● It helps in the better management of the work.

5. Steps for adding Agent Privileges:
● Login to your UVdesk Support Panel.
● On the Dashboard, you will see "USERS" menu and
under it, you will find "Privileges".
● Click on the "Privileges" Icon and then you will be
redirected to a new page.In the new page, you will see a
list of existing Privileges ( if any ) and "New Privilege"
button.
● Hit the "New Privilege" button and then you will see a new
page for creating New Privilege.
● For creating a Privilege, enter Name, Description and
select the privileges for Tickets, Tasks and Advanced.

7. ● In the Ticket Section, you can give permission to create,
delete, edit tickets, assign a group, update priority and
much more.
● In the Task Section, you can give permission to create,
edit, delete, add/remove a member in the task.
● In the Advanced Section, other permissions related to the
UVdesk workflow are provided.
● Click on "Save Changes" to save information and create a
new "Privilege".

10. That’s all about the "Agent Privileges" feature of UVdesk. In
the case of any doubt, please mail us at
support@uvdesk.com

11. Thank You!