Agent dashboard will display tickets you are able to see based on the agent rights. You can sort them by different attributes and also on the left side you can filter them by “Queue” or “Ticket Type”. If you use additional filter you will be able to filter your results by "Status" Agent", "Company" or "Period".
You can click on any of the tickets dispplayed on the Dashboard and the system will lead you to Ticket Details view where you can put your hands on work on the ticket or see the information and whole communication between you and your customer.
If Agent receives a phone call from a customer or if he wants to create an internal ticket, then he needs to create a new ticket. In all cases the agent needs to click on the first icon on the top right bar.
Create new ticket view will be displayed and the agent needs to add information like: "Subject", "Ticket Type", "Assign to queue".
If the ticket is crerated on behalf of a customer, it is possible to select the customer and the company. Then, on the right side, more information about the company and client will appear.
If needed, you can assign a new customer to this ticket. Just click "Assign a new customer" link avaible right above "subject" field, fill in required information and click "Assign Customer"
Finally, a description needs to be written - all details will help you finding the best solution for the ticket.
Once you finish just click on "Create" button and your Ticket will be created.
The main place to work on the ticket as an Agent. On the right side you will find all of the information like: "Ticket number", "Customer", "Company", "Status", "Assigne", "Queue", "Related to", "Assets", "Ticket type", "Age", "Channel".
In the middle you will see whole communication between you and your customer in the form of chat view.
The attruibute "Related to" includes a search option allowing to search for similar tickets either already in progress or alredy closed and link them with the ticket.
The attibute "Assets" also includes a search option that you can use to look for an asset very quickly and link it with the ticket.
As an agent you can change field like: "Assigne", "Queue", "Related to", "Assets", "Ticket type", "Company" and "Status" anytime you need when you are dispatching and working on tickets.
Please notice that in order to change "Status" you first need to assing yourself or any other agent to the ticket. Until you do so the "Status" attribute will be blocked for changes.
The communication in tickets is very important, you can check the "Private note" option if you want to send internal message to agents only. If you want to send message to the customer remember to uncheck this option, otherwise the customer won't see it.
You can type a quick reply and send it or use the section WYSIWIG to compose a message and change its format. If you want you can add attachements.
Also, you can reply and add comments nest to any internal message you want. Thanks to that you can keep track on the answers rather than going down and scroll looking for an answer of previous messages.
On the top right side of the agent portal, the bar menu also displays the button of the feature "New asset" that will allow agent to create new assets.
Once you click on the icon, new asset creation view will be displayed. Now, you must fill up some information: "Name", "Description", choose "Category" and add "Attachements". You can also assign the asset to a particular user. The categories and information displayed on the right side are related to the configuration and user rights.
The applied filters on the Dashboard view can be saved as a widget, allowing you to gain acces to the most important things with one click without the need to specify filters each time by hand. You will find the “Save as a widget” button on the right side, click on the button and a pop up will be displayed “Add custom widget”, just type the name of your widget and save it.
On the left side menu, you will find the “Widgets” section, all the widgets you have saved will be displayed there. Choose any to bring the saved filtering settings you need.
The agents not only can see the assets like the customers but also they are able to edit the attributes and assign assets to customers. The displayed attributes and assets are related to the configuration and rights that the administrator assigned to the agent.
Same as on Customer Portal, on the “Activities” section, which is availble on the left side, all the tickets assigned to the agent with new activity will be be displayed and also will be blinking so agent can easily react and manage the tickets.