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Help Desk - Assign Tasks

 
There are multiple ways to assign staff to a tasks. To assign staff to a task a user can assign the staff member from the Task List ot the the Task Details header.  To assign a staff member to multiple tasks a user can assign the staff member using Bulk Actions after selecting tasks in the Task List. Bulk staff assignment options may be available depending on the subscription level.
 
To assign a staff member to a single task from the Task List select the user in the staff assignment drop down.
 
Ticket Assignment Control
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Staff Selection Drop down

Staff Member Selection
The staff selection drop down displays all staff members that can be assigned to the current task.  Not all staff members may appear in the list.  The list will only display staff members that are assigned to the Product or Group that has been selected in the current task.  This ensures that the staff member that is assigned has skill based qualifications to resolve and close the customer service or help desk task quickly. To learn more about assigning staff members to Products and Groups refer to the Staff and agent Details help topic.
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Selection List Filter

Selection List filter
The selection list filter filters the staff members in the selection list
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Selected Staff Member

3. Selected Staff Member
When a staff member has already been assigned to a task tin tiHelpdesk, a checkmark will be displayed next to the staff members name in the drop down list.
 
 
To assign a staff member to a single task from the Task Details select the user in the staff assignment dropdown.
 
Help Desk - Assign Tasks
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Staff Selection Dropdown

1. Staff Selection Dropdown
The staff selection drop down displays all staff members that can be assigned to the current task.  Not all staff members may appear in the list.  The list will only display staff members that are assigned to the Product or Group that has been selected for the the current task in tiHelpdesk.  This ensures that the staff member that is assigned has skill based qualifications to resolve and close the customer service or help desk task quickly. To learn more about assigning staff members to Products and Groups refer to the Staff and agent Details help topic.
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Selection List Filter

2. Selection List Filter
The selection list filter filters the staff members in the selection list
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Assigned Staff Member

3. Assigned Staff Member
When a staff member has already been assigned to a task in the customer service portal or help desk, a check mark will be displayed next to the staff members name in the drop down list.
 
 
To assign a staff member to a multiple tasks, first select the tasks in the Task List.
 
Help Desk - Assign Tasks
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Selection Checkbox

1. Selection Checkbox
<To perform a bulk action you select one or more tasks in the task grid list by clicking on the task selection checkbox to select multiple tasks.
 
After selecting tasks use the Assign button on the Bulk Action menu. 
 
Help Desk - Assign Tasks
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Bulk Assign

1. Bulk Assign
Depending on the subscription level the Bulk Assign button allows a user to assign a staff member or agent to one or more selected tasks.
 
Not all features may be available to all users.  Features and options depend on user permissions and subscription level.