Managing Your Team

Kamili Help Desk allows you to invite and manage agents with different roles and permissions.

Inviting Agents

Go to Settings > Team > Members

Click "Invite Agent"

Enter the email address of your team member

Select their role (Agent, Supervisor, or Admin)

Click "Send Invitation"

The invited user will receive an email with a link to join your workspace. If they already have a Kamili account, they are added immediately.

Agent Roles

| Role | What They Can Do |

|------|-----------------|

| **Agent** | Handle tickets, access knowledge base, basic reporting |

| **Supervisor** | Everything agents can do, plus assign tickets, view performance metrics, manage escalations |

| **Admin** | Full access including team management, billing, integrations, and settings |

| **Viewer** | Read-only access to tickets and reports (Professional+ only) |

Setting Working Hours

Each agent can set their working hours under Profile > Working Hours. This affects auto-assignment -- agents outside working hours won't receive new tickets.

Agent Availability Status

Agents can set their status to:

Online: Available for new tickets and chats

Away: Temporarily unavailable

Do Not Disturb: No notifications or assignments

Free Plan Limits

Your free plan includes 10 agents. Paid plans offer unlimited agents at $15/agent/month (Starter) or $30/agent/month (Professional).

How to Invite Agents and Manage Your Team