Team Roles allow Users to be treated differently within a Team by setting the assignment & notification preferences for each Team individually, instead of by a User’s settings.

Best Use Example

A team is made up of at least two levels of Users:

  • Basic Members – Automatically assigned or manually collect tickets. Receives ticket notifications. Processes tickets assigned to them.Basic Members can be automatically assigned tickets and receive notifications when they are assigned a ticket, and when the Response or Resolve Target for that ticket is about to expire.
  • Team Supervisor – Aren’t assigned tickets. Support Basic Members by assigning & reassigning tickets to ensure they’re dealt by the best available team members.Team Supervisors aren’t automatically assigned Tickets, and only receive a notification if they are assigned a ticket by a System Admin or by another Team Supervisor.

If each of your Teams operates slightly differently, you can create different Team Roles specific for each Team.

1) You can add as many new Team Roles as you need, and edit the existing default Team Roles too
2) A User could be a Basic Member of one Team, but a Supervisor in another

How to create new Team Roles

Go to: Settings > General > Permissions > Team Roles

To create a new Team Role
  1. Click the green team rolebutton on the top right.
  2. Give the Team Role a new name.
  3. Choose the Assignment Permissions.
  4. Choose the Notification Preferences.
  5. Save.

Users are assigned to a Team Role from the Edit Page of each Team.

Go to: Settings > General > Teams .

Click the blue “Edit” button to view the Edit Page

Click the input box for each Team Role to add Users to that Team Role for this Team.

  • Team Roles have to be set for each Team from the Edit page for that Team.
  • A User can be assigned a different Team Role for each Team they’re a member of.

All Users in a Team are assigned as Basic Members by default. If a Team Role is removed, any Users that were assigned to that Team Role in any team will be reassigned to the Basic Members Team Role.

1)  The Basic Members Team Role cannot be deleted, but it can be edited and renamed.
PropertyDescription
Assignment Permissions
Read OnlyWhen YES it sets Assignment Permissions within the role to 'Read Only'. This means, all the below assignment permissions will automatically turn to NO and the user will not be able to assign the ticket to himself or reassign it to other members. However, they will be able to  view tickets, add notes or scheduled tasks on the ticket
Can be auto-assigned ticketsWhen YES tickets are auto assigned in team
Can return tickets to Original teamWhen YES can return tickets to original team
Can reassign tickets to selfWhen YES can reassign tickets to self
Can reassign tickets to team membersWhen YES can reassign tickets to self
Can re-assign tickets to any teamWhen YES can reassign tickets to any team
Can collect available ticketsWhen YES can Collect available tickets
Can exclude self from re-assignmentsWhen YES an agent can assign a case back to the team and choose to exclude themselves from reassignment via the Puzzel Contact Center allocation engine
Ticket Access
Assigned tickets accessWhen YES can access assigned Tickets
Unassigned tickets access     When YES can access unassigned Tickets
Reply Access
Can free type replyWhen YES can free type reply
Can edit reply signatureWhen YES can edit reply signature
Can attach files when replyingWhen YES can attached files when replying
Spell-check message when replyingWhen YES, reply is automatically checked for spellings and suggested auto-corrections are displayed for errors
Web Notifications
Assigned ticket notificationWhen YES in app notification of ticket being assigned to User
Unassigned ticket notificationWhen YES in app notification will advise when unassigned ticket is available
Pending ticket notificationWhen YES in app notification will advise when pending ticket
Response target expiry notificationWhen YES in app notification of reply being close to Response SLA target
Resolve target expiry notificationWhen YES in app notification of reply being close to Resolve SLA target
Email Notifications
Assigned ticket notification Email is sent to User email address of assigned ticket
Unassigned ticket notificationWhen YES email is sent if unassigned ticket
Pending ticket notificationWhen YES email is sent if pending ticket
Response target expiry notification    When YES email is sent to User email address of reply being close to Response SLA target
Resolve target expiry notification   When YES email is sent to User email address of reply being close to Resolve SLA target
Customer Access
Can edit Customer Intelligence PanelWhen YES can edit Customer Intelligence Panel

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