Overview
Agent Management is where district admins add the people who work in Onflo (agents), group them into teams, and control what they can see and do through permission sets. You find it under Settings in each context you work in: the Global context and each Onflo module (for example, Classic or IT).
Every Agent Management page has a Help Video and a How-To Article link in the top-right corner.
Agents – create agents, assign them to Onflo modules, permission sets, and teams, and choose how they are activated.
Teams (module context) – group agents and give the whole team a permission set.
Permission Sets – define exactly which settings pages, data, and actions an agent can access.
Authentication – a tab in the Global context.
Key concepts
Global context vs. module context
Use the context switcher in the top bar to choose where you are working. Agent Management looks slightly different in each context:
Global (Settings → Global → Agent Management) has the tabs Agents, Authentication, and Permission Sets. Global permission sets have a Details tab and a Settings tab covering Global, Call Center, and Integration Hub.
Onflo module, such as IT or Classic (Settings → General → Agent Management), has the tabs Agents, Teams, and Permission Sets. Module permission sets have four tabs: Details, Data Visibility, Actions, and Settings.
System vs. Custom permission sets
The Type column on the Permission Sets tab shows whether a set is System (for example Global Admin, Module Admin, or Technician) or Custom (sets your district creates).
Access levels
On a permission set’s Settings tab, each settings page can be set to:
Hide – the page is not visible to the agent.
View – the agent can see the page but not change it.
Manage – the agent can change the page. Selecting Manage shows Create, Edit, and Delete checkboxes so you can fine-tune what they can change.
Some pages, such as Activity Log, only offer Hide and View.
Each group of pages also has a quick preset at the top: No Access, View Only, Full Access, or Custom. The dot next to each group in the left-hand list shows its current level:
Red – No Access
Blue – View Only
Green – Full Access
Orange – Custom
Working with agents
The Agents table
The Agents tab lists every agent with their Name, Email, Permission Sets, Status, Teams, Location(s), Phone, Source, and Job Title. In the Global context the table also shows Module(s); in a module context it also shows Topic(s). The footer shows the total, active, and inactive counts.
Use the toolbar to search by name or email, filter the list, choose columns, or download the list. Select agents with the checkboxes to use Bulk Edit.
Create an agent
On the Agents tab, click + Create Agent. The Create New Agent window opens.
Under Personal Information, enter First Name, Last Name, and Email Address (required). Middle Name, Phone Number, Employee ID, and Job Title are optional.
Choose one or more Locations (required).
Under Modules & Access, choose the Onflo Module the agent works in (for example Classic, Global, or IT).
Choose a Permission Set for that module. Optionally choose Teams. The Teams list is available only after you select an Onflo module.
If you choose Global as the module and Global Admin as the permission set, the Teams field is removed and the window notes that Global Admin applies across every Onflo module.
To give the agent access to another module, click + Add another Onflo module and repeat the previous two steps.
Under Activation, choose Send Activation Email, Activate Now, or Activate Later. Send Activation Email is selected by default.
Click Add Agent.
Working with teams
Teams are available in a module context. The Teams tab lists each team with its Members count, Permission Set, Source, and Last Updated date. You can search by team or permission set.
Create a team
On the Teams tab, click + Create Team.
Enter a Team Name (required).
Optionally choose a Permission Set for the team.
Under Members, add the agents who belong to the team.
Click Add Team.
Working with permission sets
The Permission Sets table
The Permission Sets tab lists each set with its Name, Description, Type (System or Custom), Users, and Last Updated date. Search by name, team, or username.
Create a permission set
On the Permission Sets tab, click + Create Permission Set.
Choose how to start:
From Scratch – start with an empty set.
From Existing – choose a set under Select a permission to base the new set on an existing one.
Enter a Name (required) and, optionally, a Description.
Click Create. The new set opens so you can configure it.
Details: name, description, and assignments
The Details tab holds the set’s Permission Set Name, an optional Description, and the people it applies to. In the Global context this section is Assigned Agents; in a module context it is Assigned Teams and Agents.
Click + Add Agents.
Search for and check the teams or agents to assign.
Assigned agents appear under Agents with a count. Click the × on a name to remove it.
Click Save Changes in the bar at the bottom of the page, or Discard to undo.
Settings: access to settings pages
The Settings tab controls which Settings pages the agent can see and change. Choose a group in the left-hand list (or use Search permissions), then either pick a preset for the whole group or set each row individually.
Global permission sets cover Global, Call Center, and Integration Hub.
Module permission sets cover the groups for that module, for example General, Tickets, Assets, and Automations in IT, or General, Tickets, and Automations in Classic.
When you change individual rows so they no longer match a preset, the group switches to Custom and its dot turns orange. In the example below, Business Hours is View only, while Call Notes and Common Numbers have some Manage checkboxes cleared.
Data Visibility: which records the agent sees
Available on module permission sets. The Data Visibility tab sets the base scope of records the agent can see.
Tickets – All tickets, or Only assigned tickets (tickets where the user is the owner, or a member of a team assigned to the ticket).
Assets (modules with assets, such as IT) – All assets, or Only assets in assigned locations (assets belonging to the locations assigned to this agent).
For assets, you can narrow the scope further under Filters: Asset Types, Assigned User Type, and Grades. By default each filter is set to All. Choose specific values to limit what the agent can see.
Turn on Exclude next to a filter to hide the selected values instead. The help text changes to show this, for example User cannot see assets assigned to these user types.
In modules without assets, such as Classic, only the Tickets scope appears.
Actions: what the agent can do
Available on module permission sets. The Actions tab lists individual actions, such as Create Ticket, Forward Ticket, Split Ticket, or Mark as Duplicate, each with an on/off toggle. Groups depend on the module, for example Tickets, Assets, and Analytics in IT, or Tickets, Analytics, and Campaigns in Classic.
Each group has a preset: No Access (all off), Full Access (all on), or Custom (a mix).
View, duplicate, or delete a permission set
On the Permission Sets tab, click the ⋮ menu at the end of a row and choose View, Duplicate, or Delete.
Filter and customize the table
Click the filter icon to open Filters. Filter by Details (for example Type: System or Custom), Agents, or Last Updated. Your choices appear under Selected Filters. Click Apply Filters to apply them, or use Load Filters to load filters you saved earlier.
Click the gear icon to open the column panel. Here you can switch between Comfort and Compact row density, show or hide columns, and use Pivot Mode, Row Groups, and Values.
FAQ
Why don’t I see a Teams tab?
Teams are managed in a module context. In the Global context, Agent Management shows Agents, Authentication, and Permission Sets instead. Switch to a module, such as IT or Classic, to manage teams.
Why don’t Global permission sets have Data Visibility or Actions tabs?
Global permission sets control access to Global settings pages: Global, Call Center, and Integration Hub. Data Visibility and Actions apply to a module’s records, so they appear on module permission sets.
Can an agent work in more than one module?
Yes. When you create the agent, click + Add another Onflo module and choose a permission set (and optionally teams) for each module.
What’s the fastest way to make a set similar to one I already have?
Choose From Existing when creating the set, or use Duplicate from the row menu on the Permission Sets tab.
What do the colored dots in the permission list mean?
They show each group’s access level: red for No Access, blue for View Only, green for Full Access, and orange for Custom.
Troubleshooting
The Teams field says “Select an Onflo module first.” Choose an Onflo Module in the same row before selecting teams.
The Teams field says “No teams are mapped to this department yet — assign departments on the Teams tab.” Follow that prompt on the Teams tab, then come back to the agent.
The Teams field disappeared. This happens when you choose Global Admin, because Global Admin applies across every Onflo module.
The Create button is grayed out. Enter a Name for the permission set. The button becomes available once a name is entered.
My changes to a permission set aren’t taking effect. Look for the You have unsaved changes bar at the bottom of the page and click Save Changes.