A manager sets up a desk and the team starts working it
Who is involved
| Role | What they do |
|---|---|
| Helpdesk manager | Defines the service policy, the desk and its team. |
| Helpdesk agent | A rostered agent who starts working the new desk. |
Step by step
- Helpdesk manager
Creates a service level policy with base targets and Urgent overrides.
What they see:The policy appears in the list.
- Helpdesk manager
Creates a desk, chooses its type and policy, and adds categories and fields.
What they see:The desk is ready with its presets.
- Helpdesk manager
Adds agents to the desk's roster and names a default person.
What they see:The roster is saved.
- Helpdesk agent
Opens the ticket queue and the New ticket form.
What they see:The new desk is available in the desk filter and the form.
- Helpdesk agent
Files a first ticket on the desk.
What they see:The ticket carries deadlines from the new policy.
Who is told what
No alerts are sent during setup.