I've been having trouble for a few weeks now getting a new agent set up on my JTSM project. I'm currently running a team-managed project on a free subscription plan which includes 3 seats. Every time he tries to access the queues he keeps getting redirected to the customer portal, no matter what I try. It's becoming quite frustrating.
Things I've Tried:
--Verified that I have enough available seats (it's just myself and this one other agent I'm trying to add) In fact, from the project site it's indicating at the top of my screen that I have 1 agent left, so it's recognizing that I have another agent.
--Added user on the admin site using company email and granted permission to the JTSM app and designated him as an Agent
--Added user from the project under Project Settings > People and access and set role to Service Desk Team
--Verified that he's using the correct URL to access the project and not the customer portal
--Tried removing him completely from the admin site and the project site and re-inviting first from the admin site, then from the project site
The only thing I see that looks odd is that under "People and access" I see the username but there is no email address, although I walked him through the invite/email verification.
Also, he was added originally as a customer using the same email address, which I believe may be the problem. I would remove him completely as a customer, but I've learned that there is a known issue with team-managed projects that makes it impossible to remove customers. I've even tried removing his customer account from any and all organizations. Still no luck.
Does anybody know what I can do to possibly work around this? Tried reaching out to tech support and they've been less than helpful.
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