Update file names for images in the imported posts
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@ -48,7 +48,7 @@ In the Admin panel, go the Groups tab, and select New Group.
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Add the group name to match the name of the project. The “Assignment timeout” can be left blank. If a signature is already configured it can be selected under “Signature”. If this project uses an Email channel - select it from the drop-down menu under “Email”, then hit Submit.
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## 2. Create an associated Agent Role
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@ -56,7 +56,7 @@ Roles are required to separate permissions between the groups, as they allow cus
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In the Admin panel, go the Roles tab, and select New Role.
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Add the name of the new role, then scroll down to select the permissions for this role. Scroll over “admin”, “chat”, “cti”, “knowledge base” and “report” without making selecting them. Do select “agent”, and in the group table below it select only “full” for the group created above. Also select “user_preferences”.
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@ -64,13 +64,13 @@ Under permissions, “Default at signup” should be left to “no”.
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Apply the changes by hitting “Submit”.
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## 3. Create overviews for the new role
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By default, Zammad comes with the following Overviews:
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The default “Unassigned and Open” and “Open” overviews that come with Zammad allow all agents to see unassigned and open tickets, regardless of their group, even if agents do not have permissions for that group. Agents would not be able to modify tickets without the necessary permissions, however to “hide” the incoming tickets of a group from agents not belonging to that group, new Overviews must be created to take the place of the default “Unassigned and Open” and “Open” overviews that come with Zammad.
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@ -78,11 +78,11 @@ The default “Unassigned and Open” and “Open” overviews that come with Za
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In the Admin panel, go the Overviews tab, and select New Overview. Give it the name “Unassigned & Open - \<project-name\>” and then make the overview available for the role created in the previous step:
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Scroll down, and under “Conditions for shown tickets”, select “State” new and open; and use the “+” button on the right to add another condition. Change the condition to limit the shown tickets to the group created in the first step. Ensure the group is highlighted as selected before hitting “Submit”, as in the example below:
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3.2 Creating a new overview for open tickets:
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@ -92,7 +92,7 @@ If you want to add a second overview for only open tickets, repeat the previous
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Edit the “My Assigned Tickets”, “My Subscribed Tickets” and optionally the “My Pending Reached Tickets” default overviews to make them available to the role created earlier:
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<aside>
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💡 Note that we did not discuss the “Pending reached” or “Escalated” overviews, but the same principles apply - as they have the option of “leaking” information about tickets for other groups new overviews must be created in their place.
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@ -104,7 +104,7 @@ Select the Email channel from the Admin panel. Click the group shown under “De
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In the screenshot below we show the email channel for this helpdesk is configured to send tickets straight to group “Demo group 1”:
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<aside>
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💡 Note: A ticket can be added to a group by default if the channel is configured to do so. Another way that a ticket may be added to a group is manually, by changing the “Group” tab of a ticket by an agent with appropriate permissions.
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@ -115,13 +115,13 @@ In the screenshot below we show the email channel for this helpdesk is configure
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Agents are added by selecting ‘New Users’ from the ‘Users’ admin tab. When adding a new agent user, ensure to only give assign them the role created in step 2, and untick the default “Agent” and “Customer” roles. Moreover, in the group table underneath, only select “Full” permissions for the group created in step 1. The screenshot below shows a configuration example:
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### Finishing and checking agent configurations
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To check the configuration for an agent, an administrator can view the helpdesk from that user’s perspective. In the Users tab, click the 3 dots on the right of the target user, and select “View from user’s perspective”:
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This will allow you to view the helpdesk as the user - and going to overviews, only the overviews defined in step 3 should be visible.
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@ -131,4 +131,4 @@ Access the user’s Profile from the bottom left corner panel, then navigate to
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