Departments and Teams

                                          In this guide we will cover: – How to create a new Department and Team Associated Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. […]

My Account

"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within your instance.   To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the […]

Creating Agents and Editing Agent Details

Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas       To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New".  Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]

Agent Resource Booking

In this guide we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly & allows Customers to find a suitable time to book an […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing the admin […]

Configuring Agent Roles

Setting up a new role for your agents. Related Articles: Agent Permissions Settings In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents. Roles for your Agents As your agent numbers grow you will find more use for the roles. These can control agent […]

Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]