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The Agent Portal is the primary interface for support teams to handle customer requests, manage tickets, and collaborate on resolutions.

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Overview

The Agent Portal provides a comprehensive workspace designed for efficiency and collaboration. Agents can view tickets, communicate with customers, track SLAs, and coordinate with team members.

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Accessing the Agent Portal

To access the Agent Portal:
1

Login as Agent

Sign in with an account that has the “Agent” or “Agent Manager” role
2

Navigate to Tickets

The default view shows your ticket list at /tickets
3

Start Working

Click any ticket to open the detailed view
Agent access is automatically granted when a user is added to the HD Agent doctype.

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Dashboard

The agent dashboard provides an at-a-glance view of key metrics:
  • Open Tickets: Total tickets requiring attention
  • My Tickets: Tickets assigned to you
  • SLA Violations: Tickets breaching deadlines
  • Team Performance: Response and resolution metrics
  • Ticket Trends: Volume over time

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Ticket List View

The ticket list is the central hub for finding and managing tickets:

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Default Columns

  • ID: Unique ticket number
  • Subject: Brief description
  • Status: Current state
  • Priority: Urgency level
  • Type: Category
  • Team: Assigned team
  • Assigned To: Agent(s) working on it
  • Customer: Associated customer
  • Response By: SLA first response deadline
  • Resolution By: SLA resolution deadline
  • Created: Ticket creation timestamp

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Filtering & Sorting

  • My Tickets: Assigned to you
  • Unassigned: No agent assigned
  • Open: Active tickets
  • SLA Breached: Past deadline
  • Team Tickets: From your teams

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Bulk Actions

Perform actions on multiple tickets:
  • Assign to agent or team
  • Update status
  • Change priority
  • Add tags
  • Export to CSV

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Ticket Detail View

Opening a ticket reveals the comprehensive ticket interface:

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Header Section

  • Ticket ID & Subject: Editable subject line
  • Status Indicator: Visual status badge
  • Action Buttons: Quick access to common actions
  • Viewers: See who else is viewing the ticket

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Communication Panel

The main area for customer interaction:

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Activity Tabs

  • All customer-agent email exchanges
  • Chronological message timeline
  • Inline attachments
  • Reply and forward options

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Reply Editor

Email Reply Features

  • Rich text editor with formatting
  • File attachments
  • Saved replies integration
  • CC and BCC recipients
  • Email templates
  • Preview before sending
The right sidebar provides contextual information:

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Ticket Details

Editable Fields:
  - Status
  - Priority  
  - Ticket Type
  - Team
  - Contact
  - Customer

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Assignment

  • Current assignees
  • Quick assign to self
  • Assign to other agents
  • Assignment history
Click “Assign to me” for quick self-assignment of unassigned tickets.

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SLA Information

  • SLA name and status
  • Response deadline with countdown
  • Resolution deadline with countdown
  • Business hours indicator
  • Pause/resume SLA timer

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Contact Information

  • Contact name and details
  • Phone number (with click-to-call)
  • Email address
  • Organization
  • Recent tickets from same contact

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Custom Fields

If the ticket uses a template:
  • Template-specific fields
  • Dynamic field visibility
  • Validation rules
  • Similar recent tickets
  • Tickets from same customer
  • Linked/split/merged tickets

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Creating Tickets

Agents can create tickets on behalf of customers:
1

Click New Ticket

Navigate to Tickets and click “New” button
2

Choose Template (Optional)

Select a ticket template for predefined fields
3

Fill Details

Enter subject, description, customer email, and priority
4

Set Assignment

Optionally assign to team or specific agent
5

Create

Save to create the ticket and notify the customer

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Working with Tickets

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Replying to Customers

1

Click Reply

Open the reply editor in the conversation view
2

Compose Message

Type your response or use a saved reply
3

Add Attachments

Drag and drop files or use the attachment button
4

Send

Click Send or use Ctrl+Enter (Cmd+Enter on Mac)
Replies are automatically sent to the customer’s email address. The ticket status may auto-update based on your configuration.

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Adding Internal Comments

For team collaboration without customer visibility:
  1. Switch to the Comments tab
  2. Type your note
  3. Use @agentname to mention and notify colleagues
  4. Click Add Comment

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Updating Ticket Status

Change status directly from the sidebar:
  • Click the current status
  • Select new status from dropdown
  • Status updates are tracked in history
  • SLA timers adjust based on status category

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Assigning Tickets

Manual assignment options:

Assign to Self

Quick action for taking ownership

Assign to Agent

Select specific team member

Assign to Team

Route to team for auto-assignment

Unassign

Remove current assignment

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Keyboard Shortcuts

Boost productivity with keyboard shortcuts:
ShortcutAction
G then TGo to ticket list
CAdd comment
RReply to ticket
Ctrl+EnterSend reply/comment
EscClose dialog
?Show all shortcuts

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Saved Replies

Access pre-written responses:
1

Open Reply Editor

Click Reply in any ticket
2

Insert Saved Reply

Click the saved replies button or use shortcut
3

Select Template

Choose from global, team, or personal replies
4

Customize & Send

Edit as needed and send

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Real-Time Collaboration

The agent portal includes real-time features:

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Live Updates

  • See new messages as they arrive
  • Status changes reflected immediately
  • Assignment updates in real-time

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Active Viewers

When multiple agents view the same ticket, their avatars appear in the header to prevent duplicate work.

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Notifications

Receive instant notifications for:
  • New ticket assignments
  • @mentions in comments
  • Ticket reopened by customer
  • SLA warnings

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Mobile Experience

The agent portal is responsive for on-the-go access:
  • Optimized ticket list for small screens
  • Mobile-friendly reply interface
  • Swipe actions for common tasks
  • Push notifications support

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Search Functionality

Quickly find anything:
  • Press / to open search
  • Search across:
    • Ticket subjects and descriptions
    • Customer names and emails
    • Ticket IDs
    • Comments and conversations
Use the search page (/search) for:
  • Knowledge base articles
  • Contacts and customers
  • Historical tickets
  • Complex queries

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Agent Settings

Personalize your experience:
  • Notification Preferences: Choose what to be notified about
  • Email Settings: Control outgoing email templates
  • Signature: Add personal signature to replies
  • Language: Set interface language

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Team Collaboration

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Internal Communication

  • Use comments for team discussions
  • @mention colleagues for input
  • Share context without customer visibility

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Workload Distribution

  • View team ticket counts
  • Balance assignments across agents
  • Monitor team SLA compliance

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Knowledge Sharing

  • Link to knowledge base articles
  • Create articles from ticket resolutions
  • Share best practices in comments

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Performance Tracking

Monitor your metrics:
  • Tickets Resolved: Your resolution count
  • Average Response Time: How quickly you respond
  • Average Resolution Time: How quickly you resolve
  • SLA Compliance: Percentage meeting deadlines
  • Customer Satisfaction: Average feedback ratings

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Best Practices for Agents

First response time is critical for customer satisfaction and SLA compliance.
Regularly update status and add comments to track progress.
Leverage templates but personalize responses for the customer’s specific situation.
Bring in colleagues when you need expertise or assistance.
Add final comments explaining the solution for future reference.
Turn common resolutions into articles to empower customer self-service.

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Integration with Other Modules

The agent portal integrates with:
  • Knowledge Base: Link articles in replies
  • Contacts & Customers: View and edit contact details
  • Call Logs: Access telephony integration
  • Dashboard: View analytics and reports
Use the navigation menu to quickly switch between modules while maintaining context.

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