Agency Admin Guide
Agency Admin Guide
*For the Admin role — your agency's TikitDesk owner/manager account.*
As an Admin, you have full control of your company's TikitDesk workspace: your team, your ticket setup, your branding, and your billing. This guide covers everything under that umbrella.
1. Your Role at a Glance
Within your company, TikitDesk has three roles:
| Role | Can do |
|---|---|
| Admin (you) | Everything below, plus manage Staff/Clients, Settings, Company Settings, billing |
| Staff | Work tickets: reply, assign, change status, chat with clients |
| Client | Raise and track their own tickets, chat with your team |
Only Admins can see Settings and Company Settings in the navigation.
2. Managing Your Team
Go to Users to see everyone in your workspace — role, department, 2FA status, last active time, and account status.
Add a team member:
- Click Add User (or Invite).
- Enter their name, email, phone (optional), role, and department.
- Choose a role: Admin, Staff, or Client.
- Send the invite — they receive an email with a link to set their own password.
Managing existing users:
- Edit role, department, or contact details at any time.
- Suspend an account to block login without deleting their history.
- Verified/Unverified filter shows who hasn't completed signup yet.
3. Ticket Setup (Settings)
Go to Settings to configure how tickets are organized across your whole agency. Each tab manages a list your team picks from when working tickets:
| Tab | What it controls |
|---|---|
| Departments | Teams tickets can be routed to (e.g., "Technical Support," "Billing") |
| Ticket Statuses | Your workflow stages. Defaults are Open, In Progress, Pending, and Close — add your own (e.g., "Waiting on Client," "In QA") to match how you actually work |
| Projects | Group tickets by client project or engagement |
| Issue Categories | High-level classification of what the ticket is about |
| Issue Types | Finer-grained classification within a category |
Add, rename, or remove entries from each tab. Changes apply immediately across your workspace — existing tickets keep whatever value they already had.
API Access
The same Settings page has an API Access tab where you can generate a company API key. Use it to create tickets programmatically from your own systems (tickets created this way show source: api on the ticket).
4. Company Settings
Go to Company Settings for three tabs:
Organization
Company name, business email, contact number, size, address, website, and your Email Support Inbox — the unique, auto-generated address TikitDesk gives you for email-to-ticket. This field is read-only; see the Email Configuration Guide to set it up.
Branding
Upload your company logo, and set Tikit Load (Days) — how many days of ticket history loads by default when your team opens the ticket list (older tickets always still exist and are reachable by search or direct link; this only controls what loads automatically). This is capped by your plan tier (see §6).
Plan & Limits
See your current plan, usage against your limits, and upgrade options.
5. Billing & Plans
| Starter | Professional | Scale | |
|---|---|---|---|
| Price | Free | ₹99/mo (₹79/user/mo billed yearly) | ₹149/mo (₹119/user/mo billed yearly) |
| Users | 2 | Unlimited | Unlimited |
| Tickets/month | 50 | Unlimited | Unlimited |
| Ticket list loads | last 30 days | last 1 year | full history |
| Activity log kept | 90 days | 180 days | kept indefinitely |
| SLA Automation | – | ✔ | ✔ |
| Advanced Audit Logs | – | ✔ | ✔ |
| Routing Rules | – | – | ✔ |
| Internal Team Chat | – | – | ✔ |
| Two-factor authentication (2FA) | ✔ | ✔ | ✔ |
| Support | Basic | Standard | Priority |
Upgrading: from Company Settings, open Upgrade Your Plan, choose monthly or yearly billing, confirm your seat count, and check out via Razorpay. Your new limits apply immediately.
Your free trial: every new company gets 15 days with full Scale-tier access, regardless of which plan you eventually choose, so your team can try everything before deciding. You'll get an email reminder as your trial approaches its end.
If your trial or subscription lapses: your account moves to an expired state — your team keeps their data, but creating and working tickets is blocked until you subscribe. Reactivating a payment restores full access immediately.
6. Data Retention
Your activity log (the audit trail of changes made to tickets) is kept for a period set by your plan — 90 days on Starter, 180 on Professional, and indefinitely on Scale. This is a rolling window: older activity-log entries age out automatically, tickets themselves are not affected.
7. Security Settings
- Password policy: accounts are prompted to update their password periodically (90 days by default).
- Two-factor authentication (2FA): available to enable per-user on every plan (see the Users page).
- Google OAuth / magic link login: available as alternatives to password login for your team.
- Every ticket link uses a non-guessable secure ID rather than a sequential number, and your company's data is fully isolated from every other company on TikitDesk.
8. Quick Checklist for New Admins
- [ ] Invite your Staff and assign departments
- [ ] Review/customize Ticket Statuses, Departments, Projects, and Issue Categories in Settings
- [ ] Set up your Email Support Inbox forwarding (see Email Configuration Guide)
- [ ] Upload your logo in Branding
- [ ] Decide your plan before the 15-day trial ends
- [ ] Share the client portal / public ticket link format with your clients
*See also: Ticket Management Guide, Automation Rules Guide, Email Configuration Guide, Super Admin Guide (platform-level, TikitDesk team only).*