The Ticket Groups screen is where you can create Groups of agents for tickets and assign them to Module in the Products screen.
To add new Ticket Group:
- Go to Help Desk Menu and expand the Maintenance sub-menu.
Click the Ticket Groups menu to open the All Ticket Groups search screen.
Search Screen
The search screen can auto-create new Ticket Group record if it checks that there are no records created yet.
- Click New in All Ticket Groups search screen. You can also create New group when clicking New button from Ticket Groups screen.
- Enter unique Group name and Description.
- From the grid, select User Name(Agent) from the drop down list. After selecting User Name, Full Name and Email address will be displayed based on the User Security screen.
- Check Owner box who will be the default owner of the group created. In each Ticket Group, you can only choose one owner.
So, when a Ticket is created and a group is selected, the Agent marked as Owner will automatically appear in the Assigned To field of the Tickets.
Overview
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