Manage Users

Click 'Agent Panel' > 'Users' > 'User Directory'

The user directory area lets you add and manage users. Users can be manually added to service desk or imported from .csv. You can also assign users to customers as required.
There are two ways you can register a user:
Send an enrollment email with an account activation link

The user directory shows all registered users. Agent can add, remove and update users as required.

Search field - You can view the details of a particular user by entering his/her name, username, email id or phone number in the search field.
View Options - You can view the users on the screen based on the number of Agent users, Client users, Active users, Inactive users, deleted users and Banned users
Export: This helps you export the list of users to an excel sheet based on the range you select. It creates a separate CSV File. Click Export User detailsto know more about this

Agents can perform the following tasks in the user directory:

The user directory shows basic details about each user in six columns. The following is a list of all possible columns:

User Directory - Table of Column Descriptions
Column Header	Description
Name	The label of the user. Click on the users name to view the tickets they have created
Email	The email address of the user
Phone	The contact phone number of the user as registered with service desk
Status	Indicates whether the added user is active or inactive. If a user is active it will show as ‘true’ if not will display as ‘false’
Last Login	Date and time of last login activity of a user
Role	Displays the role of registered user. To change a role click ‘view’ > ‘Change role to user’ or Change role to agent’
Actions	This tab helps to edit the user profile and view the user profile. Click ‘Edit’ to edit the user details and click ‘update’ to save your changes. The ‘View’ tab gives the overall view of the user, which includes the number of tickets opened, closed and deleted. You can also change the status of the tickets and merge them accordingly.

Create User

The Email and Mobile Phone details that are specified are accessed for user verification and sending email alerts and notifications.
Select the Status as ‘Active’ if you want to enable your user profile or select ‘Inactive’ to disable the profile
You can add the ‘Internal notes’ in the mentioned filed. Here the notes written can be shared with the agents/admins.
Once the user details are filled click on the ‘Submit’ button to save the details.

When the user mail id is registered in the system, A registration confirmation email and an email verification mail with password is sent to the user. Once the users access the link their details are verified then the user is activated. Now they’ll be able to log in and access the system.

Edit a user

In case if you want to edit the user role, you can change the desired filed added here.
If the user is not active you can deactivate the user profile in ‘Status’ > ‘Active’/’Inactive’ When the deactivated user tries to create a ticket, it will move automatically to the Spam folder.

View and manage user profile

To view and manage user's profile:

Users > User directory > Select the user whose profile you wish to view > click ‘view’

This gives an overall view of the user, which includes the number of tickets opened, closed and deleted.
You can change the role of the user to either Admin or Agent by selecting ‘Change role to agent’/ ’Change role to admin’ and merge them accordingly. Also, the password can be changed in the user profile.

You can manually verify a user’s email id and phone number. The green tick symbol pointed out by the arrow mark can be used to activate/inactive the user.
We also have an option to delete the user from the system. Deleted users will not be allowed to login to the system or create tickets.
Clicking on edit will take you take the create user page where you can edit the details.

View Ticket Details

You can view the number of ‘Open ticket’, ‘Closed tickets’ and ‘Deleted tickets’ of a user. This area describes about the ticket subject, id, priority, from, assigned to and last activity of a user

To delete a ticket > Select a ticket you want to remove >click ‘Delete’
To close a ticket > Select a ticket you want to close >click ‘Close’
You can sort the ticket by ‘created at’ date of ticket created and ‘Last activity’

Agent Report

You can get the user report in graphs by entering the start date and end date.
The blue colour denoted for ‘Assigned tickets’, green shows the ‘Reopened tickets’ and orange colour used for total number of closed tickets.
Move the cursor in the chart to view the tickets created in a particular day

Export User details

Click Users > User> click Export at the upper right of the page
This helps you export the list of users to an excel sheet based on the range you select. It creates a separate CSV File

This will display a page where you can select the data range for which the user details are to be exported. The user details are exported only for the selected date range and between the date range registered users’ details.

Click on the ‘Export’ button to get the users details as exported .xlsx format. Your exported file gets downloaded and available in your system.

ITarian