.e11 Help Desk Software Manual for customer support & service software
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Client Group allows you to group similar tickets on the basis of various fields, such as client group ID, client corporate account ID, and client user name. This feature helps you to manage (add, modify, delete or recover) the client groups.
To add a client group:
1. Open the User Management page.
2.
Click Client Groups .
3. View Client Group Details page opens, as shown in the Figure 12-11-1. This page will show you the client group name(s).
Tip: You can also
click on from the toolbar to access the View Client
Group Details page.
Note: You can view the Trash 
in View Client Group Details page only; if
there is a deleted client group.
4.
Click 
to open Add Client Group page, as shown in
the Figure 12-11-2.
Enter the information in the required fields:
Required Fields |
|
Field |
Description |
|
Client Group Name |
Enter the name for the Client Group. |
|
Make Group where |
Specify information about the Client Group by checking the boxes and then select the appropriate options from the drop-down menu. You can select multiple options in a field by pressing the control key. |
Note: You need to select at least one field and its option to create a client group.
Tip: Use the underscore “_” key to give a space in the client group name.
5.
Click 
to save the information.
Note: You can add more fields or modify the existing fields in Add Client Group page from import client attributes under Configure Dynamic Client Groups.
Example: At times you may need to
add client group, to group similar tickets on the basis of various fields, such
as client group ID, client corporate account ID, and client user name. To do
so, enter a client group name, such as Macs_Inc, and then check the fields on
the basis of which you want to group similar tickets. Checking the fields will
allow you to select options under that field, as shown in the Figure 12-11-2.
You can select multiple options in a field by pressing the control key. Click .
To modify a client group:
1. Open the View Client Group Details page.
2. In the View Client Group Details page, click on Group Name to be modified.
Note: You cannot modify the Client Group Name.
3.
Modify the Client Group
information and click 
to save the changes.
To delete a client group:
1. Open the View Client Group Details page.
Note: You can view the Trash in View Client Group Details page only, if
there is a deleted client group.
2. In the View Client Group Details page, check against the Group Name to be deleted, as shown in the Figure 12-12-1.
3.
Click 
.
A confirmation box pops-up. Click 
to confirm deletion.
To restore a client group:
1. Open the View Client Group Details page.
2.
Click Trash 
in View Client Group Details page to open the
Deleted Items View page.
3. Check against the Group Name to be recovered, as shown in the Figure 12-13-1.
4.
Click 
to recover.
Tip: You can delete a Client Group
Details permanently by clicking 
on the Deleted Items View page.
Click
to go back to the View Client Group Details
page.