Their roles include: 

• Ticket Management: Agents use helpdesks to create, update, and manage tickets, which represent customer issues or requests. They ensure that each ticket is addressed promptly and resolved on time. 
• Communication: Agents in a ticketing system communicate with customers, team members, and other stakeholders. This includes responding to customer inquiries, providing updates on ticket status, and collaborating with colleagues to resolve complex issues. 
• Knowledge Base Utilization: Agents leverage the knowledge base within Desk365 to access relevant information and solutions. This helps them provide accurate and consistent responses to customer queries. 
• Multi-channel Support: Desk365 integrates with various communication channels such as Microsoft Teams, Email, web forms, web widgets, and support portals. Agents use these channels to interact with customers on their preferred platforms. 
• Reporting and Analytics: Agents may use the reporting and analytics features of Desk365 to track and analyze support performance metrics. This helps in identifying areas for improvement and optimizing the support process. 

Find out more about 

• Adding new support Agents in Desk365 
• Adding Agents to the correct group 
• Individual notification settings for agents