When an external usersource is enabled for Agent authentication, it will enable people who don’t already have an existing Agent account to log in as Agents.

When this happens, an Agent account is automatically created within Deskpro by the Auto Agent feature.

When you install an Agent usersource, you can set a Permission Group that these Agents will be added to:

If you disable Auto Agent, you must ensure that you create a Deskpro Agent account with the same Email address as any accounts in the usersource that will be used to log in as an Agent. Otherwise the Agent will not be able to log in correctly.