There are many options and features for configuring helpdesk teams, what are the basics and how can I decide what to configure?
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- Every team can have different configurations and different access depending on their specific tasks and responsibilities:
- Visibility: specifies who can see this team and its tickets:
- Invited Internal Users: this is the most private visibility configuration and it depends on the followers of specific tickets on that team.
- All Internal Users: any user of the type internal user can see this team and its tickets.
- Invited Portal Users and all Internal Users: any user of the type internal user and portal users that are following specific tickets.
- Followers: if you need certain users to get notifications for all of the team’s tickets, you can add them here.
- Automatic Assignment: set the rules of how you would like your tickets to be assigned automatically.
- Channels: you can receive tickets in your team via multiple channels -in addition to creating them manually- :
- Email Alias.
- Live Chat.
- Help Center: you can create information hubs that help your customers by providing FAQs, Courses, Article, etc…:
- Website Form.
- Knowledge.
- Community Forum.
- eLearning.
- Track & Bill Time: if you require your team to track their time and possibly bill it then you can configure this setting from here.
- Performance: this allows you to manage the performance of the team based on set conditions like:
- SLA Policies.
- Customer Rating.
- Self Service: for configuring how you would like to close your tickets.
- After-Sales: this is the core configuration that specifies what type of activities will a specific team be allowed to perform, like:
- Refunds.
- Returns.
- Field Service.
- Coupons.
- Repairs.
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