When submitting a ticket as a client how can I get it to show submit as "myself" or "other user" like in the video on the web help desk site? Can't find the setting anywhere.
If I am logged in as a tech can I submit a ticket for another user?
I was partially correct. You do have to make users client admins, I fired up my test instance and took a look.
If you go to setup --> locations & departments --> locations and rooms --> click on a location --> click the edit pencil --> go to client admins and look up the user you would like to promote. --> search for them --> click their name --> click the key and make sure that the "Client Admin can report for others" box is checked. Save.
This needs to be done per location, I do not know of a way to set this globally. Please see the attached screenshot as well
As for your first question I am not following exactly what you have asked you also did not link to the video. My guess is that its a user who is set up as a client admin. These are non techs you set up as client admins and can then submit tickets on user behalf's based on their rights. I have not used this feature and do not know the exact steps to set this up.
As for your second question when logged in as a tech you can submit tickets on a uses behalf. All you need to do is go to my tickets --> New Ticket --> click the client info tab --> and choose your user. This creates the ticket with that user being the client so they get all the emails and the ticket shows in their history.
Sorry, I thought the video was easy enough to find as its the only video on the Web Help Desk site......Help Desk Software by Web Help Desk It shows someone putting in a ticket that looks like its not a tech of any kind, just a normal user who is submitting a ticket and they have a radio button to choose my myself or other user in that video. I thought maybe there was a setting somewhere I had to turn on for normal users to be able to do this.
I am talking about the option I seen on the Feature Comparison part of the site and says the following:
Software Edition Comparison - Help Desk Software by Web Help Desk
User Service Level Agreement:
“Submit on someone’s behalf”
Web Help Desk allows end users to submit service request tickets on someone else's behalf. This permissions-based feature is ideal for employees who request an Administrative Assistant to act as liaison.
So it sounds as if a tech can do this under the client info tab, I will have to look at that again. But the above says end user can do it as well. Just wondering how to turn it on, I would assume it looks like the video I talk about in the beginning of this replay.
Thanks!
Yes, techs can do this on the client info tab.
So for non techs, you go to setup --> clients --> client admin. set up which types of tickets they can manage then go to the clients tab find the client you want to promote and choose their client admin role.
I believe this is what you are looking for.
That doesn't seem to be it. If you view that video forward to 1:22 and you can see at the top of the ticket "Create Ticket for "Myself" or "Other"".
http://www.webhelpdesk.com
