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Download Module & Docs Overview Easy Installation in your Portal Friendly Interface Operators and Support Teams Support Tickets and Tasks Contracts and SLA settings Configure your Helpdesk and CRM Email Notifications and Alerts CRM: Contacts and Companies Attachments Manager Add your customizable fields Show and Hide fields as you wish Transform POP3 email into Tickets Knowledge Base Statistics and Charts Full localization and CSS support

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Operators and Teams

You can create Operators and link them to existing portal users. After login, these users will have their personal Operators Dashboard displayed. BizSuite Administrators will be able to grant or deny permissions to each Operator. Some of these permissions include: ability to create new support tickets, ability to reassign own tickets, ability to see and edit other Operators tickets, ability to delete tickets, ability to reopen closed tickets, ability to create CRM Contacts and more. Some of these permissions can be set specific for a Category, Company or Contact for each Operator.

According to rules that can be customized, auto-assignment of new support tickets can be created depending from the Contact, Company or Category of the new ticket. Email Notification can be set to alert Operators of new pending tickets.

A Support Teams is used to regroup your Support Operators, for example, by type of task, by location, by skills, or by type of support given. A Support Team can be designed as target for auto-assignment of new Support Tickets (like Operators) and for assignment of Tasks (like Operators). When a Ticket or a Task is assigned to a Team, all of its members will receive the email Notification (if enabled). All members of a Team will access the Tickets and Tasks assigned to the Team, and will be able edit and resolve them. An Operator can be linked to none, one or multiple Teams. Finally, Administrator can set permissions for single Team to manage only certain tickets, according to their Category, Company or Contacts.
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