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 and scroll down to general settings to see the option called "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.)