.e11 Help Desk Software Manual for customer support & service software
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Representative Profile allows you to maintain a record of all the representatives and the rights they hold in the Helpdesk. Using this feature, you can also manage (view, add, modify, block, unblock, delete and recover) the representatives.
To add a representative:
1. Open the User Management page.
2.
Click Representative Profile .
3. View Representative Details (Active) page opens, as shown in the Figure 12-5-1. This page will show you the representative(s) details, such as Login Name, First Name, Last Name, E-mail address and Company Name. It will also show you how many open tickets are there for each representative.
Tip: You can also
click on 
from the toolbar to access the View
Representative Details (Active) page.
Note: You can view the Trash 
in this page only, if there is a deleted
representative.
Click ALL to view the complete list of individual clients, as shown in the Figure 12-5-1.
Note: You can sort the View Representative Details by Representative Name, First Name, Last Name, E-mail, and Company.
4.
Click 
to open the Add Representative Profile page.
Enter information in the required fields as shown in the Figure 12-5-2:
Required Fields |
|
Field |
Description |
|
Representative Name |
The login name of the representative, not less than 3 characters. |
|
Password |
A secret word of 4-10 characters in length. |
|
First Name |
First name of the representative. |
|
|
E-mail address of the representative. |
|
Company |
Name of the representative’s organization. |
|
Representative Right |
Representative rights group name will give access level for the representative. |
Note: You can also create a new representative right group for a representative and then select that representative right group.
5. You can also add information in the following optional fields.
Optional Fields |
|
Field |
Description |
|
Allow NT Authentication |
Choose Yes to Allow NT Authentication. |
|
Last Name |
Last name of the representative. |
|
NT User Name |
Enter the NT User name. |
|
NT Domain |
Select the NT Domain. |
|
Show News |
Choose Yes to show news to the representative. |
6.
Click 
to save the information.
Note: You can add more fields or modify the existing fields in Add Representative Profile page from modify representative section address book.
Example: At times you
may need to add a representative profile. To do so, enter a representative
(login) name, such as Katrina and a unique password. Then, enter information in
all the required (bold) fields, such as first name, e-mail address, company
name and representative right, as shown in the Figure 12-5-2. You can also enter information in
the optional fields. Click .
To modify a representative:
1. Open the View Representative Details (Active) page.
2. In the View Representative Details (Active) page, click on Representative Name to be modified.
Note: Click ALL to view the complete list of representatives. To search for a representative, click here.
3.
Modify the Representative
Profile information and click 
to save the changes.
Note: You cannot modify the Representative Name (Login Name).
To delete a representative:
1. Open the View Representative Details (Active) page.
2. In the View Representative Details (Active) page, check against the Representative Name to be deleted, as shown in the Figure 12-6-1.
Note: You can view the Trash in this page only, if there is a deleted
representative.
Click ALL to view the complete list of representatives. To search for a representative, click here.
3.
Click 
.
A confirmation box pops-up. Click
.
4. A pop-up appears, as shown in the Figure 12-6-2. Select a new representative to assign the tickets belonging to the deleted representative by clicking on Representative ID, First Name, Last Name or E-mail.
To recover a representative:
1. Open the View Representative Details (Active) page.
2.
Click Trash 
in View Representative Details (Active) page.
3. View Representative Details (Trash) page opens.
Note: Click ALL to view the complete list of representatives. To search for a representative, click here.
4. Check against the Representative Name to be recovered, as shown in the Figure 12-7-1.
5.
Click 
.
A confirmation box pops-up. Click 
to confirm.
Tip: You can delete a representative’s
information permanently by clicking 
on the View Representative Details (Trash)
page.
Click
Active Representative Profile to go back to the View Representative Details
(Active) page.
To search for a representative:
1. Open the View Representative Details (Active) page.
2.
If the Search box is not
open, click Find 
and then select a field, such as
Representative Name, First Name, Last Name, E-mail or Company from the drop-down
menu.
3. Enter the corresponding information, as shown in the Figure 12-8-1.
4.
Click 
.
5. The search result will be displayed, as shown in the Figure 12-8-2.
Note: You can also filter search result by various fields, such as Representative Name, First Name and Last Name. To filter, select a field from the drop-down menu, such as Representative Name, and click on the alphabet to view all Representative Names starting with that alphabet.
You can block a representative’s right to access the Helpdesk. You can view the blocked representative in the View Representative Details (Active) page.
To block a representative:
1. Open the View Representative Details (Active) page.
2. In the View Representative Details (Active) page, check against the Representative Name to be blocked, as shown in the Figure 12-9-1.
3.
Click 
.
A confirmation box pops-up. Click.
4. A pop-up appears, as shown in the Figure 12-9-2. Select a Representative to assign all the tickets of the blocked representative by clicking on Representative ID, First Name, Last Name or E-mail.
5.
View Representative Details
(Active) page opens where you can view Blocked Sign 
in front of the blocked representative, as
shown in the Figure 12-9-3.
Unblock a representative means to release a blocked representative in order to provide access to the Helpdesk once again.
To unblock a representative:
1. Open the View Representative Details (Active) page.
2. In the View Representative Details (Active) page, check against the Blocked Representative Name you want to unblock, as shown in the Figure 12-10-1.
3.
Click 
.
A confirmation box pops-up. Click to unblock the representative.