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RSTickets!Pro - Staff groups

Staff groups

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:

RSTickets!Pro staff group tabs

General

  • Group: the actual name of the group

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
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