What you can change
From Settings → Agents you can update a teammate’s full name, email, customer-facing handle, and — for anyone except the owner — promote or demote them between the Agent and Admin roles. You need owner or admin access to make any of these changes. An admin can edit another admin or an agent, but only the owner can edit the owner’s own record; the owner’s row in the Agents list never shows the role checkbox.
Edit an agent
- Click the gear icon → Agents (or, if Settings is already open, click Agents in the left-hand navigation).
- Make sure the Agents sub-tab at the top of the section is selected.
- Find the teammate in the list and click Edit next to their name.
- Update any of the fields that appear (listed below).
- Click Save to apply the changes, or Cancel to discard them and close the editor.
The editable fields:
- Full name — their name on the account.
- Email — the address they sign in with. Changing this takes effect immediately — unlike the confirmation-link change an agent makes to their own email from their own Profile, there’s no verification step here. Tell them before you save, or they may try the old address and get nowhere.
- Handle (shown to customers) — overrides the auto-generated handle (normally the first word of their full name). This is the name customers see on the teammate’s ticket replies.
- Admin checkbox, labelled “Admin — can manage agents, ticket types, and routing” — appears for every agent except the owner. Check it to promote them to Admin; uncheck it to demote them back to Agent. See Agent roles explained for exactly what each role can do.
Reset a teammate’s two-factor authentication
If a teammate is locked out of their authenticator app or passkey, you can clear their 2FA enrollment so they can set it up again from scratch — this doesn’t touch how they sign in day to day (a passwordless emailed link), only the extra second-factor step.
- In the Agents list, find the teammate and click Reset 2FA.
- Click Confirm reset 2FA. If you yourself have 2FA enabled, a field labelled “Your current code” appears first — enter your own current 2FA code (or a recovery code) before you can confirm. This stops someone who only has your browser session from stripping a colleague’s 2FA.
The teammate is emailed to let them know their 2FA was reset, and they’ll be asked to set up a new second factor the next time they sign in. You can’t reset the owner’s 2FA this way — only a platform operator can do that.
Things to know
- You can’t demote the owner or edit their role — the Admin checkbox simply doesn’t appear on their row.
- “An agent with that email already exists” means another active agent in the workspace already has that address; pick a different one, or resolve the duplicate first.
- Full name and Handle are trimmed and length-capped (120 and 80 characters). Leaving either field blank when you save is ignored — the existing value is kept rather than cleared.
- Promoting or demoting someone takes effect immediately — an admin who loses the role loses access to Agents, Routing, and Types the next time their console reloads.