support session

Jen76

our internal support team is emailed when our clients request support; this is great  but only our admin can see the session in queue which is very bad.  We need our entire team to see all service requests in queue.  Our admin can't check every request and assign.  Once our team receives the email someone requested service the person working with the client must be able to see the session in queue and join.  How can everyone on our internal support team see every session request?  Thanks

Katharina

Hi Jen76, 

Thank you for your post. 

By default, service cases will only be visible to the person who created the QuickSupport module. If you need your other supporters to be able to see the service requests in their service queue as well, you would only need to share the group to which the QuickSupport module is attached.

You can check which group from your contacts list you selected by opening the "Edit" dialog of your QuickSupport module, which you will find in the "Design & deploy" tab in the Management Console: 

 

Once you know which group you need to share, please go to the "Groups" section (you will find it on the left-hand side of the page), hover over the group name, click on the small pencil icon that will appear and select "Share". In the new window that opens, select all users that are supposed to see the service cases created via your QuickSupport module.

As soon as the group has been shared, those users will be able to see the group in their own contacts list and the related service cases in the service queue.

I hope this was helpful. If you have any further questions, feel free to let me know!

All the best,

Katharina