SLA24 Documentation

Introduction To Agent Front-end

The Agent Front-end add-on allows agents to perform basic ticket tickets on the front-end.  You can use this to:

  • Allow agents who are not your employees to respond to tickets
  • Allow 3rd party vendors who are not your employees to respond to tickets
  • Quickly respond to tickets assigned to you without loading up the entire WordPress back-end

The agent functions provided on the front-end by this add-on are:

  • Login
  • View tickets assigned to the logged agent (primary agent only)
  • Send a reply
  • Add an attachment
  • Close a ticket
  • Change the status of a ticket

It is important to understand that this add-on explicitly does NOT provide advanced functionality such as FAQ integration, Canned Responses, Signatures, Bulk edits etc.  Only the functions listed above are provided.

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