We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
Your company's support solution is Freshdesk which allows you to have agents on the helpdesk, working on different functionalities of the helpdesk. You could choose to buy a number of licenses that work as seats available on the portal that can be filled by an agent.
Please go to Admin > Team > Agents. Kindly click on that to add a new agent to the portal. Once you click on the new agent button, you would be taken to a page where you could enter the details of an agent that includes name, email address, groups that one can be part of, roles that can be assigned and scope ( the level of access to the portal.)
You can add them as a full-time or as an occasional agent. Please find the difference here.
Note: Admins can add only 10 agents to their account on the Free and Trial plan.