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Help Desk - Product and Group Staff

 
Internal Staff and Agents can be associated with Products and Groups. In the case where a task's Product or Group has been defined, task assignment for help desk tasks is restricted to the Staff and Agents that are assigned to, or associated with the selected Product or Group. Staff and Agents that are not associated with the selected Product or Group are not available in the drop down Agent Assignment list. Only Staff and Agents can be assigned to help desk tasks. For more information refer to the Product and Group List help topic.
 
staff assigned to support product in help desk view
 
1

Staff Drop Down

1. Staff Drop Down
Use the drop down to filter and select the Staff Member or Agent that should be associated with the Product or Group.
add staff to product support view
1

Staff Filter Dialog

1. Staff Filter Dialog
Type in this dialog to filter the list of Staff members or Agents displayed in the drop down.
2

Staff Selection List

2. Staff Selection List
Select a Staff member or Agent from the filtered drop down to add them to the list of users associated with the Product or Group.
2

Global Notification Setting

2. Global Notification Setting
Configure the notification settings for all Staff members or Agents associated with the Product or Group.
3

Delete Association

3. Delete Association
To remove a Staff or Agent association from a Product or Group, click the "X" next to the Agent or Staff members' name and email address in the association list.
4

Agent or Staff Member Notification Setting

4. Agent or Staff Member Notification Setting
Configure the notification settings for the specific Staff member or Agent associated with the Product or Group.