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Help Desk - Products and Groups Details

 
Product and Groups impact help desk task assignment. Products and Groups is used to group staff and agents together and automate assignment of tasks. tiHelpdesk instance products and groups restrict the users that can be assigned to a task.  They also define what users are notified when a new task is created in the help desk. It is critical that  Product and Group Settings are configured properly for each Product and Group in tiHelpdesk
 
Consumer users, and Companies can be associated with specific products and groups.
 
Internal Staff and Agents can also be associated with Products and Groups. Task assignment is restricted to staff members that are assigned to a task's Products and Groups and defined on the Product and Group Settings in the case where a task's Product or Group has been assigned. Please refer to the Product Staff, and  Product and Group Settings help topics for more information.
 
Product and Groups Details panel allows the user to view and edit Products and Group Details. Selecting a Product and Group from the list displays details in the Panel on the right. The record is automatically placed in edit mode. To save any changes to the Product and Group on the help desk dashboard that the must user click Save.
 
Depending on the users privileges and subscription level not all features and options may be available.
 
ticket system group details editing view
1

Selected Product

1. Selected Product
Current display name of the selected product.
2

Product Tab

2. Product Tab
Product Tab allows the user to set the values associated with the product. This includes the product name, icon color, parent relationships, visibility and notes.
3

Version Tab

3. Version Tab
The Version Tab allows product versions to be configured.  Product versions are useful for tracking products that have more than one release version. This includes products like software and whole goods where product changes may occur.  Knowing the product version that a customer is using will allow support staff to resolve technical support issues faster as they will be able to concentrate on solutions specific to a product version.
4

Product and Group Settings

4. Product and Group Settings
Group and Product settings tab provides settings that control the behavior of the tiHelpdesk instance of when new tasks are created for specific products or in groups. This includes automatic task assignment, and task visibility.  See the Product and Group Settings help topic for more information.
5

Topics Tab

5. Topics Tab
Topics allows further sub classification of task issues. Topics can be assigned to Products and Groups as well as to Agents and Staff.  The inter-relationship of these assignments gives tiHelpdesk the ability to limit the users that are displayed in the assignment drop downs or applied when auto assigning and notifying staff and agents about new tasks.
6

Staff User Assignment Tab

6. Staff User Assignment Tab
This tab allows you to assign Agents and Staff user accounts that are associated with a Product or Group.  Associating Agents and Staff with specific Products and Groups restricts the Agents and Staff members that can be associated with a task, or that receive notifications when tasks are created. For more information about Products and Groups related concepts see the related help topic.
 
Users can be assigned to Companies and Companies can be associated with Products and Groups. Consumer users that belong to Companies that have been assigned to a Product or Group are restricted to entering tasks related to that product or group. For more information see the Companies and Divisions help topic.
7

Product and Group Display Name

7. Product and Group Display Name
The Product and Group display name that will be shown in the selection boxes and dialogs.
8

Parent Selection Drop down

8. Parent Selection Drop down
Products and Groups can be nested.  And example of nesting would be the parent group "Coffee Makers" with  child product of  "2 Cup Drip" and another product chilled called "4 Cup Percolator."  Nesting allows Groups and Products to be grouped together.
9

Product Icon Color

9. Product Icon Color
Each Product and Group can be assigned a color that will be displayed on the Product and Group Icon. These color help the Agents and Staff identify task products visually in the tiHelpdesk instance.
10

Visibility

10. Visibility
The visibility check boxes determine where the Products and Groups are visible in the tiHelpdesk instance.  Setting the "Show in Ticket Assignment" Checkbox to true Show will result in the Product or Group being visible in the Task Details Panel.
11

Notes Body text

11. Notes Body text
Notes and comments that are associated with the displayed Product and Group. These notes are not displayed anywhere except on the Product and Group Details Screen.  Information that may be included here could consist of anything that was of importance to Agents and Staff when dealing with this Product and Group.
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Splitter Bar

12. Splitter Bar
The Splitter Bar allows the user to resize the Product and Groups Panel in the tiHelpdesk instance.
13

Save Changes

13. Save Changes
Save the edits and changes.
14

Cancel

14. Cancel
Cancel the edits and changes.
15

Delete

15. Delete
Delete the Selected Product or Group