Assign new agent

Please note that if you transfer a sub-category to another Category, the Agent(s) of the sub-category will remain unchanged ( How to Move a Helpdesk's Existing Sub-Category to another Category? ) 

  • Go to Helpdesk > Setting > Sub-Category > Select the sub-category that you want to assign to new agent > Edit
  • Assign new agent under Level 1/Level 2, or, if you want to remove any agent and change new agent, you can do so too. You can add more than 1 agent in each level > Click "Submit" to save the changes

Notes:

  • Remove existing agent and change to new agent:
    • After removing the existing agent and change to new agent, the existing  (previous) agent that you want to remove (Agent A) will not be able to see the ticket accepted by him/her anymore, with that being said - he/she is unable to reply to the ticket.a 
    • The new agent (Agent B ) will see the ticket that has been accepted by previous agent, this new agent B is able to continue to reply to the ticket.
    • Report:
      • The report will always capture the agent name who ACCEPTED the case
      • Given the scenario above for Agent A & Agent B,
        • If the ticket is already accepted by Agent A, but even though being transferred and closed by Agent B, report will show assigned agent as: Agent A
        • If the ticket is open and accepted by Agent B, report will show assigned agent as: Agent B
        • If the ticket is OPEN without any assigned agent, the report will not show any assigned agent's name.
  • Agent names are all standardized as "Admin" in the chat box with employee, so, there's no impact to employee will see different agent name.