Create your user
- Navigate to Configuration > Teams & Agents > Agents
- Create a new agent using the New button in the top right
- Set the Username to 1stream and ensure the Is an API-only Agent is checked
- For Default Team, select one of your teams.
- If you fail to select a team, the agent will not have access to view other agents and the setup will fail.
- Set Default Working Hours because it makes you
- Click Save unless you need to make any other company-specific settings changes.
Adding Permissions
- Edit your newly created user and go to the Permissions tab
- Set the permissions listed below
Feature Access
- Tickets Access Level
- Read and Modify
- Customers Access Level
- Read and Modify
- Users Access Level
- Ready and Modify
Tickets Permissions
- Can add new Tickets
- Yes
- Can edit closed Tickets
- Yes
- Can view Unassigned Tickets
- Yes
- Can view Tickets that are assigned to other Agents
- Yes
- Can change a Ticket's Ticket Type
- Yes
- Can Re-assign Tickets
- Yes
- Editing of Actions
- Can Edit All Actions
- Can assign to Agents in Teams the Agent is not a member of
- Yes
- Can Edit Tickets Which Are Not Assigned To Them
- Yes
- Can always update Ticket Statuses and re-assign Tickets outside of actions
- Yes
Ticket Type Restrictions
Allow use of all Ticket Types
- Yes
Once you've checked off all of those, you can save the permissions and continue back in the previous document