Staff groups

Listing

The Staff Groups tab allows you to set some restrictions to your staff members. Different groups can have different permissions, thus offering a better control to your staff member's actions and what they can view as far as support tickets goes.

Clicking on the Components > RSTickets!Pro > Staff Groups will display all listing of all your configured RSTickets!Pro groups. Clicking New, or editing a already existing group, will display the following tabbed structure:

General

• Group: the actual name of the group
• Can export Tickets: Yes / No The staff member can export the tickets to a CSV File.

Submitting

This category refers to submitting tickets permissions (for staff members):

• Can submit his own ticket: Yes / No - setting this to yes, will allow a staff member that belongs to this group to submit a ticket (just as normal customer would do)
• Can submit a ticket on behalf of a customer: Yes / No - setting this to yes will allow the staff member to submit a ticket on behalf of customer (it will appear as the customer submitted the ticket)
• Can submit a ticket on behalf of another staff member: Yes / No - setting this to yes will allow the user submit a ticket on behalf of staff member

Replying

• Can submit ticket replies: Yes / No
• Can update ticket replies: Yes / No
• Can update customer ticket replies: Yes / No
• Can update other staff ticket replies: Yes / No
• Can delete ticket replies: Yes / No
• Can delete customer ticket replies: Yes / No
• Can delete other staff ticket replies: Yes / No

Viewing

• Can see unassigned tickets: Yes / No
• Can see tickets assigned to other staff members: Yes / No

Updating

• Can update ticket: Yes / No
• Can update ticket's custom fields: Yes / No
• Can assign tickets to other staff members: Yes / No
• Can change the ticket status: Yes / No
• Can move tickets from one department to another: Yes / No
• Can delete tickets:

Internal Notes

Each ticket can have some internal notes that hold relevant information for the staff member:

• Can view notes: Yes / No
• Can add notes to tickets: Yes / No
• Can update own notes: Yes / No
• Can update other staff's notes: Yes / No
• Can delete own notes: Yes / No
• Can delete other staff's notes: Yes / No