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Troubleshooting for Agent Role

Quick guide to common problems for Agents

Matt avatar
Written by Matt
Updated over a week ago


Agents are the frontline of defense helping out customers and solving problems. Depending on your package, you may have access to Maestro, and this article will help walkthrough some of the more common issues you may face on Maestro.

Logging In

If you are having trouble logging into MaestroQA, here are some helpful tips to keep in mind:

  • The login method you chose when you first created your account is the login method you will continue to use moving forward.

  • If you log in using Email and Password, try resetting your password if you are facing issues logging in.

  • If logging in via Zendesk, be sure to check that you are entering the subdomain and not the full link to your Zendesk

Ticket Access

The agent role only has access to themselves within Maestro. So if you are experiencing issues with viewing tickets on Maestro, this may have to do with your account not being setup properly.

This can easily be solved by reaching out to your Admin, and asking them to check how your account is setup within User Roles > User Accounts. Let your Admin know that they need to make sure you as an agent are properly linked.

Rubric and Score Access

Just like Tickets, you will need to be granted access to specific rubrics in order to view scores. 

If you find yourself having difficulty viewing the scores on a specific ticket, ask your Admin to double check:

  1. Rubric access settings

  2. Role Permission settings for the Agent Role

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