Add helpdesk groups

Adding helpdesk groups allows you to manage Smile users and the types of tickets they are responsible for.

This task explains how to add helpdesk groups.

  1. Select Helpdesk Groups under Help Desk on the Configuration and Tools page.
    The Helpdesk Groups page is displayed.
  2. Click Add.
    The New Group page is displayed.

    Figure: New Group page

    Screenshot of the New Group page
  3. Type a name in the Group Name field.
  4. (Optional) Select an email type from the Send an email when new tickets are entered drop-down.
    Note: This is a list of available email templates configured in your instance of Smile. For more information, see Email templates.
  5. Click Save.
    An empty Groups Members list will be displayed.
  6. Click Add next to a Smile operator listed under Add a user to this group.
    The operator will be added to the Group Members list.
  7. (Optional) Repeat the previous action to add another operator to the group.
  8. Click Edit next to each group member to set their Subscription Conditions.
    • Always subscribe me to tickets of my group (default)
    • Subscribe me only if I'm the ticket owner
    • Never subscribe me
  9. Click Save.
  10. Click Save.
    The Helpdesk Groups page is displayed.