Setting up Tickets Visibility for Support Agents

UseResponse provides the ability to control the agent's access to the tickets based on the group they belong to. So depending on your workflow and organizational structure you can divide visibility of tickets among your teams or departments.

The option to select group would be shown on submitting ticket form. The field could be set as public or private and managed in Custom Fields

  Tickets visibility feature is available within Enterprise package

How it Works

Visibility is restricted by groups. The administrator might create groups by functional responsibilities (sales, support, development, marketing), by regions (e.g. the group can provide support only customers in a certain region or country), by users companies, etc.

To create a new group, go to Administration » Roles & Groups » Groups, click New Group and add required agents to the group by checking the box next. The support agent can be a member of only one group.

You also need to select between four different levels of visibility:

  • No Access - restrict access to help desk part of the system for the group;
  • Where Responsible - agents can only view tickets directly assigned to them;
  • Current Group + No Group (default value when choosing Selected Groups option) - agents can view tickets assigned to the group they are part of and tickets without assignment to any group. You can either restrict the access to view tickets assigned to the group they are part of or expand visibility with tickets assigned to several groups;
  • All Tickets - agents can view tickets all across the help desk system without any limitations.

You can remove an agent from the group or assign him to another group right from his profile page or using bulk actions on Users page in Agents interface.

Assigning Tickets to Groups

There are several ways to assign a ticket to the specific group:

  • Manually - in the right sidebar on the ticket page, using bulk actions on requests page, use an embedded widget, use ticket submission form in the help center;
  • Via macro - you can apply a group as an action on the ticket page. Macros could be managed in Manage » Macros for each agent;
  • Automation Rules - create a trigger that would change the agent group based on specific conditions in the system.

Sample Use Cases

Let's review one of the examples using the visibility option. You have customers from a specific company in your system, e.g. ICG Capital. You want some part of your staff members to have access only to the tickets created by customers of ICG Capital company.

In order to organize workflow in such a way, you need to perform the following actions:

  1. In Administration » Roles & Groups » Groups create "ICG Support" group with "Current Group" level of visibility and add required agents to it;
  2. In Administration » Fields & Properties » Tickets make the field "Group" private;
  3. Then in Administration » Automation & Notifications you need to set up the trigger with "Object Created" event and conditions as shown below:

So when a customer from "ICG Capital" company would create tickets, they would be automatically assigned to ICG Support group and visible to them. All other tickets without a group or within other groups won't be seen in the system.

Companies and business are different so you might have lots of other cases to use agents groups in your workflow and create several triggers for several cases.

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