In this article, we are going to see what are access provided to Agent Role in detail.
Let’s begin with Login Page.
Check-in & Checkout
This feature of check-in and checkout is for Agent, which tells when the User is logged into the system and logged out. It also helps to assign a ticket to the Agent.
After clicking on the Check-in button, you are check-in into the Application.
After logging into the Application, you are redirected to the dashboard page where you can see all tickets status in one View.
All Assigned Ticket’s
To see ticket detail view just click on Ticket id from the grid.
Ticket Detail View
In the first panel, you can ticket details along with other information related to the ticket.
In this view, you can see detailed information about tickets and quick options to reply to tickets.
In add ticket reply panel agent can reply on the ticket.
If Agent wants to give an internal note on the ticket they can use the “Note” text area which can be viewed by agents and agent admin.
Also, in reply agent can attach attachments.
We have a status dropdown that we need to choose while we reply to the ticket.
Example Status: – “Resolved”, “InProgress”, “On Hold”, “Reply”.
Now to the right side of the ticket view, you can see different panels.
“Quick information” in this panel you can see ticket tracking id, name of user-created ticket and name of assigned ticket person along with created on the date.
“Change Priority “in this panel you can change Priority of Main Ticket.
“Attachments” in this panel you can see all attachments of tickets attached by the User.
“Quick Assign” in this panel you can assign a ticket to a different agent and agent admin in the group.
“Ticket History” in this part you can track the entire history of the ticket.
Replying on Ticket
For replying to the ticket agent will enter a message in Editor and choose status as resolved for demo.
Confirmation is shown before replying to the ticket.
After clicking on the ticket history button, it will show all details of ticket activity.
If agents want to create a ticket, then need to create a User first, it does not exist else, he can choose from existing users to create a ticket.
After Agent creates, the new user agent will get user name which is system generated in alert which he can share to User on behalf of which he had created ticket. Else Agent can also see a list of all created users where he can search newly created Users by him.
Create Ticket feature for Agent’s
An agent can create a ticket for existing users or create a new user and then while Agent is creating the ticket Agent can select the name of the User that he has created or already exists.
After selecting a name, Agent needs to fill in necessary details and choose department and priority and enter your query in the Message Editor, attach a document if you want to send.
After creating a ticket, this ticket will be auto-assign to the Agent according to the department chosen while creating a ticket.
All Created Ticket by Agent
In this view, the agent can see all created tickets by him.
All Closed Ticket by Agent
In this view, the agent can see all closed tickets by him.
An agent can search articles from the knowledge base.
Notification related to tickets is shown as a small icon with count on click on the icon you can see details of the notification.