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Team Collaboration in Help Desk Software
Enhance team collaboration and coordination of customer support activities with the help desk system.
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Currently available software language versions
EN,
FR,
ES,
DE,
IT,
UA,
PL
Promoting Collaboration and Efficiency
Effective collaboration is key to accelerating workflows and delivering exceptional service to end customers.
Specialized Teams
The help desk system allows the creation of specialized teams to manage different aspects of tickets. This approach ensures focused expertise for each category of issues, improving the quality and speed of ticket resolution.
Agent Roles
The help desk system offers customizable permission settings that allow for precise tailoring of access for different agent roles, optimizing team functionality and efficiency. This flexibility in role assignment ensures that agents operate within their knowledge and experience, protecting data and maximizing operational effectiveness.
Observer Mentorship
Experienced help desk agents support and mentor colleagues by subscribing to relevant tickets through the observer feature. This functionality fosters collaborative mechanisms, enhancing team knowledge and solution strategies.
Team Collision Detection System
With a smart system that monitors each agent's activities in real-time, the help desk software helps prevent issues caused by multiple people working on the same ticket.
Icon in the Top Left Corner of Each Ticket
This subtle signal, an icon in the top left corner of each ticket, allows for quick orientation in ticket handling.
You're Up to Date!
The checkmark icon indicates that you are the last person to edit this help desk ticket. This clarity in ticket handling streamlines workflows and prevents overlapping ticket management actions.
Another Agent Made a Change!
The headset icon informs you that another help desk agent recently updated the ticket, prompting you to review the modifications made. Keeping agents informed about ticket updates facilitates smooth collaboration and effective problem resolution.
Client Made Changes!
The 'person' icon indicates that the client or the employee who reported the issue was the last person to edit this ticket, suggesting that reviewing their changes is necessary. Direct communication from clients through ticket updates enables more responsive and tailored help desk solutions.
Significance of Avatar Border Colors
Monitor avatar border colors changing in real-time to understand the modes in which other help desk agents are interacting with system elements.
White Avatar Border
A white border on a help desk agent's avatar indicates no specific interaction with system elements, possibly signifying browsing without engagement in details.
Blue Avatar Border
A blue avatar border means the help desk agent is viewing details of an element, such as an asset or ticket, in various views like grid, table, or object manager.
Orange Avatar Border
Orange borders indicate that the help desk agent is editing an element—whether it's an asset or a help desk ticket—in any view mode or in the object manager, signaling active modifications.
Green Avatar Border
A green border signifies that the help desk agent, along with others, is viewing the details of an element without editing, emphasizing shared inspection without modifications.
Pink Avatar Border
Pink indicates a potential conflict, signaling that the element under detailed review by others is being edited, alerting viewers to possible upcoming data changes.
Red Avatar Border
A red border signals a direct conflict, occurring when multiple help desk agents are simultaneously editing the same element, requiring immediate coordination.
How to Read Agent Location
Before you quickly learn to identify what each help desk agent is currently doing in the system, you can use the sidebar as a cheat sheet.
Sidebar as Quick Reference
Display the sidebar to understand the meaning of each icon, allowing precise identification of which sections of the system other help desk agents are engaged with at any given moment. This feature acts as an intuitive guide, mapping icons to their corresponding system sections, facilitating quick orientation and supporting more cohesive team collaboration.
Significance of Avatar Icon Background Color
Observe the background color of an agent's avatar icon to understand the mode they are working in within a specific section of the help desk software.
Blue Avatar Icon Background
A blue background indicates that the agent is in list mode, browsing system elements such as assets or help desk tickets. Items are displayed in a grid or table view, allowing for a broad overview.
Green Avatar Icon Background
A green background signifies that the agent is in detail mode, fully focusing on a specific element, such as an asset or help desk ticket. This mode presents the item in a full-screen (detailed) view.
Purple Avatar Icon Background
The purple color indicates that the agent is adding new elements to the system, such as assets, documents, or help desk tickets.
