To add an agent to Awesome Support, all you have to do is add a regular use and grant them the Support Agent Role.
- Go to USERS->ADD User
- Fill in the requested user information
- In the Role field select Support Agent from the drop-down
- Click the Add New User button.
- Go to the USERS list again.
- Navigate to the new user you created and open the edit screen.
- Scroll down to the Awesome Support Preferences section
- Make sure the option Can Be Assigned is checked. If not, check it and then click the UPDATE USER button at the bottom of the page.
To update an existing user to turn them into a support agent:
Go To Users->All Users
- Navigate to the user and click their user name link.
- Scroll down to the Role field and change it by selecting Support Agent from the drop-down.
- Click the Update User button.
- Go to the USERS list again.
- Navigate to the new user you created and open the edit screen.
- Scroll down to the Awesome Support Preferences section
- Make sure the option Can Be Assigned is checked. If not, check it and then click the UPDATE USER button at the bottom of the page.
If you would like to use your existing roles you can assign those roles the WordPress capabilities shown in this table: Roles and Capabilities Table