JUNE 20th - Mastering Proactive Support - Leveraging SupportLogic for Predictive Insights and Goal Setting - REGISTER HERE.

Agents are not shown when adding to virtual teams

Modified on Fri, 21 Apr 2023 at 09:17 AM

Some agents are not showing up in virtual teams, even though they are users shown under Manage users.

>>Kindly search if the agent is available under agent insight.

>> Check if user has permission to add/create virtual team.

>> In supportLogic, for the user to be considered as an agent, the user has to be apart of the user table in our database. For the user to be added in user table, they should have own a case in CRM.

>> Also if the agent is assigned with a support case it would take 24 hours to reflect them as agent as the user stitcher schedule is set for 24 hours.

>> If all the above steps are completed, check if you're adding the agent to the virtual org as we cannot add agents to virtual orgs.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article