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:

 
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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