Setting up Teams, Groups, Roles, and Approval Boards

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Agent Teams, Groups and Approval Boards

Group your Agents and users into work groups, assign roles, and define the Approval Board.

Teams

1. Go to Settings | User Management | Teams.
2. Click on New Team.
3. Give the Team a meaningful name.
4. Select any number of Members from the Drop Down to be a part of this team.
5. Select any number of categories for this team to manage from the Drop Down in the Ticket Categories field.
6. Use the ‘Round-robin assignment’ checkbox to rotate new ticket assignment to each member of this team.
7. Choose which set of Business Hours defines when this Team will respond to service requests.
8. Choose which Holiday calendar defines the work days for this Team.
9. Save this Team.

Groups

1. Go to Settings | User Management | Groups.
2. Click on New Group in the top right corner.
3. Give this Group a meaningful name and save this new Group.
4. Assign Groups to individual Users and to Categories.
5. Save this Group.

Roles

1. Go to Settings | User Management | Roles.
2. Choose Add A New Role.
3. Give the Role a meaningful name.
4. Choose the permissions granted to this role.
   NOTE: If an Agent has multiple Roles, the role with the higher level of permissions will be used.
5. Save this new Role.

Promoting Agents

1. Go to Users.
2. Review the Users list and click on the User you wish to assign a role to.
3. Click the promote button in the top right corner.
4. Select the roles you wish to assign to the User.
5. Click "Promote".

Approval Boards

1. Go to Settings | User Management | Approval Boards.
2. Click "New Board"
3. Assign a meaningful name to this Approval Board.
4. Select any number of members from the Drop Down in the Members field.
5. Save this Approval Board.

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