Every person who works tickets in CLASP is an Agent. Agents sign in with an email and password, and can update their own display name, photo, and password from their profile menu.
Each agent has a role that controls what they can see and do:
- Admin - full access, including account setup and settings.
- Agent - the standard support role, focused on working tickets.
- Custom roles - if the built-in roles are too broad or too narrow, an administrator can create a custom role with a specific set of permissions (for example, an agent who can view reports but not manage other agents).
If your organization uses single sign-on, your administrator can configure that under Admin > Agent SSO so agents sign in with their existing company credentials instead of a CLASP-specific password.