How to Add Support Agents in NativeDesk

Note: Anyone with the role of Administrator on your site is automatically a Support Agent in NativeDesk and already has full ticket management access. You only need to follow this guide for team members who require ticket access without full website administration rights.

Step 1: Navigate to Add User

1. Log in to your WordPress Dashboard.
2. In the left-hand sidebar, navigate to Users > Add New User.

Step 2: Fill Out User Information

1. Enter a Username and Email for the new agent.
2. Complete any additional details (First Name, Last Name, Website) as needed.

⚠️ Security Best Practice: Avoid Using “admin” as a Username

Never set a user’s username to “admin” or other common generic names. Automated botnets and hackers target the username admin first during brute-force attacks. By using a unique username (e.g., john_support or jdoe), you eliminate 50% of the information an attacker needs to gain unauthorized access to your dashboard.

Step 3: Assign the Support Agent Role

1. Scroll down to the Role dropdown menu at the bottom of the form.
2. Select Support Agent from the list of available roles.

Note: Assigning the Support Agent role grants the user access to manage, reply to, and assign tickets in NativeDesk without giving them full administrator privileges over your entire WordPress website.

Step 4: Save the New User

1. Ensure the Send User Notification box is checked if you want WordPress to send the new agent an email with a link to set their password.
2. Click the Add New User button at the bottom of the page to finalize.