'Queue Manager' enquiry

[matt547]

Hi Guys,

I was wondering whether it was possible to have a user/agent able to just see a single queue, let me explain my situation.

I am using the ticketing system for internal support and I have had a request that the manager of each department is able to have an overview of their teams tickets. I would like to still have individual logins rather the a departmental/communal lonin for a team to use. I would prefer the Team Leader/ Manager to use the user log in however if it can only work by making them admin then that is not an issue.

At the moment I have set up a test agent called 'Sales manager' created a queue called 'sales' and given the sales manager rw to the sales queue and ro to the admin panel so they can log in.

It kind of works however when i click on a ticket in the queue it doesn't show any history? Tried messing around with the permissions but I haven't got anywhere any ideas?

Many Thanks,

Matt

[salientanimal]

I'm not 100% why you would give them access to the admin panel?

From my experience, you are able to limit an agents access to specific queues by using the Groups & Roles options. This way you can easily manage with queues / panels agents are able to access without too much configuration.

I have setup quite a few queues, and sub-queues and in most instances I have limited view to these queues for users based on their functionality. The only option that I have allowed them access to queues for is for moving tickets into a particular queue.

I hope this has answered your question?

[matt547]

okay thank you

am i able to give a user the ability to view the entirety of a single queue? That would be perfect i just didnt think i was able to do it?

Thanks again

[salientanimal]

Yes, it can be a bit tricky to get the configuration just right.

One of the other ways to check you configuration, but which is very time consuming would be to access the user from Admin via the Agents links. and then to scroll down and view which queues are highlighted under "My Queues" Hold in CTRL to select multiple queues that aren't listed one below the other.

I would recommend doing it in the following way:
Create your Sales Queue
Create Two Roles: Sales Manager, Sales Agent
Create A Group: Sales
Create your Sales Queue and add it to the Sales Group
Link the Roles to the Sales Group, when linking the two you will be given to option of selecting the queues/groups to which agents in the specific groups/Roles will have access to.

One of the things you'll notice, is that a lot of the functionality is there, it all just depends on the sequence in which you create your queues, groups, roles etc.

[crythias]

Agents will see all the tickets in queues belonging to groups of which the agent is also a member.

[matt547]

Thank you guys for your help,

Just before I go ahead with this option, is there no way for a customer (in my case a team leader or manager of the department) to be able to see a queue? so for example in sales there is a team of 4 + 1 manager, I would like to give the manager an overview of their tickets as a dept. Id prefer if they logged in via the customer login but if this isnt possible then not to worry!

[crythias]

is there no way for a customer (in my case a team leader or manager of the department) to be able to see a queue?

No.

I would like to give the manager an overview of their tickets as a dept. Id prefer if they logged in via the customer login but if this isnt possible then not to worry!

Yes, this is what "Company Tickets" is for. Set all department members to have the same CustomerID. viewtopic.php?f=60&t=7531

[matt547]

Hi Crythias,

Thank you very much for this! I think I will go with that, enjoy the rest of your day