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Staff and Agents

 
Staff and Agents are personnel in the subscribing ticket system staff membercompany or organization, or from a third party, that will be responsible for answering and resolving tickets in the customer help desk and ticket system. Tickets can be associated with both Consumer Users or with Staff and Agents.  There is nothing preventing an Agent or Staff member from being a ticket owner or originator.  Tickets can only be assigned to Agents or Staff members for resolution.
 
Agents and Staff members have access to To-Do List and other features that are not available for Consumer Users.  Agents and staff member are members of Products and Groups. Automated assignment rues for product and groups may allow auto ticket assignment to Agents and Staff Members.
 
 
 
Agents and Staff members may receive notifications when a new ticket is created for a Product or Group that they are a member of.  Agents and Staff members can see any ticket that has been opened in the ticket system for a Product or Group that they are a member of.
 
The Filter and Search Panel can be used to filter the Ticket List for tickets that are originated by or assigned to a Staff member or Agent.
 
Available features and options are dependent on user permissions and subscription level.