Getting Started

252 Views Roles and permissions

Agents, Internal Agents and Administrators are three different roles to deal with tickets and manage Helpdesk. Administrators can add Agents and organize them into Groups.

Agent permissions
Roles
How do I invite agents?
How do I create an agent group?
Configuring Agent permissions
Permissions on your own tickets
Special permissions
Knowledge base permissions
Time tracking permissions
Public chat access

Note: Deskero charges you “per agent”: that means you’ll only pay for the Number of people that are actually using the software.


Roles

Administrators: Administrators manage Support portals and supervise agents. They have privileges to manage and customize the Helpdesk. They can,

  • Add Agents and define their privileges
  • Create Agent Groups
  • Setup Service levels, Assignment rules and configure Scenarios
  • Customize Support portal
  • Manage the Support Center
  • Create Multi-brand portals

Agents: Agents are the people in charge of taking care of your customers: the guys and girls who will receive tickets and answer them. 

Internal Agents: An Internal agent is someone who helps agents and supervise their work. Internal agents can’t interact directly with the customers, but they have access to all the other software features.
 
For better supervision, Internal agents have access to Deskero Analytics to analyze your support portal activity and keep an eye on everything in system.

 

Capabilities

Agent – Agents have access to the Dashboard. They can answer tickets, but they have no access to Settings.

Internal Agent – Internal agents have access to Dashboard, access tickets and add notes. They cannot add/invite customers and reply to customer tickets.

Administrators – Administrators have access to everything. They can access tickets, manage and configure Helpdesk.

Role

Access Tickets

Reply to Tickets

Customers

Social Monitor

Knowledge base

Live chat

Analytics

Settings

Agent

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Internal agent

Yes

No

Limited

Limited

No

No

Yes

No

Administrator

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

 

How do I invite agents?

Note: The number of agent seats available in your account is shown on the top. You can add seats by navigating to Settings → Account → Subscription plan.

To invite agents,

  1. Navigate to Settings → Agents → Invite a new agent

  2. Navigate to Settings → Agents → Invite a new agent

  3. Enter agent’s name under Agent full name and email address under Agent email to send them an invitation.

  4. Check “With admin permission” if you want to grant administrative privileges.
  5. Click “+” to add more agents and click Confirm.

  6. Agents will be notified and sent a signup link to register an account.

  7. The agent’s account will be created once they confirm the registration and click on sign up.

    Tip: Check Invite as an internal agent if you want them to add as an internal agent.


How do I create an agent group?

 

Create groups to organize your agents into teams based on subject matter expertise. Agents may belong to multiple groups, and you can limit permissions to particular agents.


For example, if you run an online bookstore, you can create a group called "Accounts" and assign tickets containing words "Subscriptions" or "Refund" using Ticket assignment rules.

 

To create an Agent group:

 

  1. Navigate to Settings → Agents → Groups
  2. On the right you'll see a green button + Add Group: click it to get started.
  3. Give it a name and description

  4. Specify a team leader for the group

  5. Start adding agents to the group

  6. Click Confirm to save

 

Configuring Agent permissions

Agent permissions allow you to configure permissions specifying what an agent can access and do within your support portal. This configuration help you control agent privileges and assign them special capabilities.


Permissions on your own tickets

Deskero lets you allow or restrict agents to manage their own tickets (requests assigned to them) by changing default permissions.

 


 

Which agents can modify a ticket? : This allows agents to modify tickets assigned to them.

.

All: Select All to allow everyone to modify tickets.

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to modify tickets.

 

Which agents can change the status of a ticket?: Select agents to manage ticket status.

 

All: Select All to allow everyone to change ticket status

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to change ticket status.

 

Which agents can delete a ticket?: Choose who can delete tickets

All: Select All to allow everyone to delete tickets

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to delete tickets.

 

Which agents can archive a ticket?: Choose who can archive tickets

All: Select All to allow everyone to archive tickets

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to archive tickets.

 

Which agents can forward a ticket?: Deskero allows you to forward tickets from one department to another. This permission allows selected agents to forward tickets within support teams.

All: Select All to allow everyone to forward tickets

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to forward tickets.

 

Which agents can merge two tickets or more?: Duplicated tickets can be merged in order to avoid conflicts. This specific permission allows agents to merge two or more tickets.

All: Select All to allow everyone to merge tickets

Someone: Choose one or more agents to whom you want to grant the permission.

Nobody: Select this if you don’t want anyone to merge tickets.


 

Special permissions

Which agents can view all the tickets?

Choose who can view every single ticket submitted to the helpdesk. Agents who have this privilege will be able to view any ticket, but cannot reassign it.

Which agents have permission on every ticket?

Allow agents to access and manage every single ticket. Agents who are given this privilege can update, reassign and manage any ticket assigned to others.

 

Which agents can create spam filters?

Deskero filters out unnecessary tickets that matches with specific keywords and categorize them automatically under Spam. You can select agents to whom you want to grant this permission.

 

Which agents can invite, add or edit customers?

This will allow Agents to invite, add or edit customers to your Helpdesk.

 

Knowledge base permissions

Which agents can view and approve knowledge base proposals from customers?

Deskero allows your customers to propose Knowledge base solutions for you and the same can be published upon approval. Administrators have this privilege by default and you can allow selected agents to approve them.  

 

Time tracking permissions

Which agent can edit the working time of other agents’ tickets?

Select agents whom you want to manage time tracked on tickets assigned to other agents.

 

Public chat access

Deskero helps you organize chat queue efficiently by routing chats to agents on Round-Robin basis. Configure how you want them to be routed and to whom. Take a look at this support article for directions on how to enable live chat and configure permissions.

agents
permissions
agent permissions