Adding and managing agents
Agents are the internal staff accounts that sign in to SummitPSA to work tickets, log time, and manage clients. They are managed under Admin → Agents. To see this page you need the users.view permission; creating and editing require users.create and users.edit.
Adding an agent
- Go to Admin → Agents and choose New agent.
- Enter the agent's name, email (used as the login), and pick a role. Optional fields include phone, job title, and timezone (defaults to
America/Chicago). - Tick Require 2FA if the agent must enrol in two-factor authentication.
- Save. SummitPSA generates a 16-character temporary password and shows it once on the next screen — copy it and pass it to the agent securely.
New agents are always flagged to change their password on first login. The temporary password is shown only once; if it is lost, reset it (see Resetting an agent's password or access).
Editing an agent
From the agent list, open an agent to update their details, role, timezone, 2FA requirement, and skills (free-text tags used for assignment). Email changes are rejected if the address is already in use.
Deactivating and reactivating
Use Deactivate to block sign-in without deleting history; the agent's audit trail and ticket records are preserved. You cannot deactivate yourself or a Super Admin. After deactivating, remember to reassign their open tickets. Use Reactivate to restore access.
Only a Super Admin can create or edit another Super Admin; the Super Admin role is hidden from the role picker for everyone else.