In this article, we are going to see what are access provided to Superadmin Role in detail.
Below are the 4 main menus which we are going to cover.
- User Management
- Business Settings
Let’s begin with Login Page.
All menus in Users tabs are used for managing Users of Application.
- Creating User
- All Users
- Creating Agent
- All Agents
Adding New Users
All Created Users are shown in this view.
Create New Agent. All ticket is assigned to Agents for Solution.
All created agents are shown in this view.
In the manage menu, you can add departments, configure SMTP for application and general settings.
Adding New Department
This department is assigned to an agent, agent admin, hod. When the user creates a new ticket he chooses the department name and the ticket will be routed to that department agent.
All departments are shown in this view.
In SMTP configuration you can configure your SMTP which will be used for sending emails.
All SMTP Configuration
All SMTP configured will be shown in this view.
Settings that are used in application internal.
In Business settings, you would be able to configure SLA Policies, Business Hour, Default ticket count, Holidays, and Configure Application Jobs.
In Assigning department, we need to choose a department and business hours along with Agent Admin User and HOD User. The ticket will only be shown on the bases of the Department.
All Assigned Department
All assigned departments are shown in this view.
Configure SLA Reminder
Configure SLA where you need to choose the business hour which you have configured.
Here you need to set 3 parameters
- First response Reminder time
- Next response Reminder time
- Resolution response Reminder time
Set Hour and Mins for the reminder it will alert before SLA Expiration.
All Configured SLA Reminder
All configured SLA reminders are shown in this view.
Configure Application Jobs
Here you have an option on and off SQL jobs that are used for allocation and notification.
Add your Yearly holidays here. This will be used by Jobs.
We have the option to set business hour
- 24 hrs x 7 days
- Custom Working Days /Hours
If you choose working days and hours then you have the option to set start time and end time day wise.
All Business Hours
All Business Hours are shown in this view.
Here we configure SLA where we choose priority and business hour.
We have to set 3 parameters
- First response time
This means if the First user does not get a reply in a given timeframe, then he will get an alert first response is overdue.
- Next response time
In the same way, if the user has not replied to the ticket in the given timeframe, then he will get the Next response overdue alert.
- Resolution response time
If the ticket is not resolved in the given timeframe, then users will get Resolution overdue response alert.
All Configure SLA
All Configure SLA is shown in this view.
Default Ticket Count Configuration
In this view you can configure maximum and minimum tickets along with it you have the option to set a time for the closing ticket.