So are you trying to add Agents (staff) or Users (clients)... because you make references to both.Agents are added at: Admin panel -> AgentsUsers are added at: Agent panel -> UsersNot all the information from AD will populate, in fact very little does.Forum member @[deleted] has written about this and provided his work around multiple times on the forums.I would recommend that you export from AD, and import users using the import feature rather than creating them all manually.refernces: http://forum.osticket.com/d/discussion//resolved-difference-between-client-staff-authentication-in-ldap-authentication-and-lookup