This article explains how to set- up queues and categories in Ticket Mgmt Access level needed
- Ticketing Admin
Pre-requisite
- A queue is already created by the ASC team in their server so that clients can add users to it. Inform the ASC team to create a queue before you can add users / create user queues.
Instructions
1. To create a queue, navigate to Ticket Mgmt - > User queue.
2. Click on Create
3. Fill in all details as instructed below
· Queue Name: Start typing in the name of the queue that ASC has created on your request as a part or pre-requisite and select the desired one.
· User Name: Adding users who need to be a part of this queue
· Status: Select Published from the dropdown
4. Click on Create
Add a new agent/support staff to ticketing module Access level needed - Ticket AdminPre-requisite - User has already access virtual agent once and is available in User Management as a User with role “Ticket agent”.
Instructions 1. Elevate user access to be a ticketing agent by adding role Ticket agent from User Management.
2. Once complete you can follow the steps outlined in Add an agent/support staff to a new or existing ticketing queue
Note : To see the changes in access a user must logout and log back in.
Add an agent/support staff to a new or existing ticketing queue Access level needed
- Ticketing Admin
Pre-requisite - Queues are already created. If not, please follow steps to Create a User queue .
- The user that needs to be added is already a part of ticketing and has accessed ticketing module at least once and has a role assigned “Ticket agent”
Instructions 1. Click on Queue Name that you want to modify.
2. Under Username , start typing in the username that you want to add. The user will come as a suggestion. Select the user.
NOTE: If you don’t see the user come under the suggestion, then the user is not available in ticketing or has not accessed ticketing at least once, go to Add a new agent/support staff to ticketing module .
3. Select Status as Published from Dropdown.
4. Click on Update. Ticketing Category Hierarchy
By default, the ticketing Category hierarchy is broken into 3 levels in a ticket; Domain, Category and Sub-category. We allow you to rename these levels, add additional levels or add values under each level.
Rename Label of ticketing Category hierarchy -
Access level needed - Ticket Admin1. Select Ticket Management
2. Select Settings from the Ticketing sub-menu
3. Select Category Hierarchy
4. Click ‘Add new Level’ to add a new level your hierarchy.
5. Type a label for your hierarchy in the box that appears
6. Click ‘Update ’ button when doneAdd Domain to Ticketing Category Hierarchy level
Access level needed - Ticket Admin1. Select Ticket Management
2. Select Settings from the Ticketing sub-menu
3. Select Category
4. Click + Add New Domain
5. Enter new domain in the label box
6. Click Add Add a Category to the Ticketing Category Hierarchy level
Access level needed - Ticket Agent Supervisor 1. Select Ticket Management
2. Select Settings from the Ticketing sub-menu
3. Select Category
4. Click on the Domain you would like to add the category to
5. Click + Add Category
6. Enter the:
A. New Category in the label box
B. Click Add Add a Sub-Category to the Ticketing Category Hierarchy level
Access level needed - Ticket Agent Supervisor
1. Select Ticket Management
2. Select Settings from the Ticketing sub-menu
3. Select Category
4. Click on the Domain and then the Category you wold like to add the sub-category to
5. Click + Add Sub Category
6. Enter the:
A. New Sub-category in the label box
B. Click Add