What is the difference between Requesters and Agents

Requesters and Responders different roles in Suptask
Written by Sara
Updated 6 months ago

Two primary roles in Suptask

  • Requesters - Users who submit and request tickets.
  • Agents  - Users who can be assigned on tickets, who help respond and remediate tickets.

The Requester role

Requesting users can submit tickets to get help or solutions. The requesting user is the person who sends in a ticket and is the primary point of contact of the submitted ticket. 

There can be multiple users involved together with the user who first submitted the ticket.

The Agent role

Agents are users who are answering and providing solutions on incoming tickets submitted by requested users. They often work within a team to cooperate finding solutions on tickets.

Users become Agents by being a part of the Responder channel. 

Learn more about Responder channels

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