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Help Desk Topics

 
Topics are additional selection and classification criteria related to specific Products and Groups. Predefined Topics can be created and managed from Products and Groups.  Each Product and Group can have different help topics defined.
 
Topics are additional sub-classifications for a ticket and can be used for ticket assignment. Staff members and Agents can be assigned topics and only relevant Agents will be available for assignment in the assignment drop down when a ticket topic is selected.
 
 
 The customer service help desk and ticketing system's Staff and Agents can be associated with Topics streamlining help desk ticket assignment. Staff member and Agent's topic assignment is available to administrators in the Staff and Agent Detail panel.