Service Desk Staff Panel
- The 'Staff Panel' lets staff (aka 'agents') manage tickets assigned to them, create new end-users, edit customers, manage knowledge-base items, manage projects and update their time sheets.
- Staff members are added by administrators through the ITarian portal. The permissions of a staff member are determined by the role to which they are assigned ('Admin Panel' > 'Staff' > 'Roles') and the department to which they belong 'Admin Panel' > 'Staff' > 'Departments').
- Staff Members that are given admin permissions can also access the admin panel.
Staff can navigate to different areas of the console by clicking the links on the left of the interface. Tool tips offering guidance are available for most features.
Main Functional Areas
- Dashboard - View a graphical summary of ticket activity, including assigned, closed and due tickets. Tickets are also sorted by department, ticket category, staff member, source and priority. See Staff Panel Dashboard for more details.
- Users
- Add/import users, and
manage customers. The section also allows staff to assign users to
customers. See Manage
Users and Customers for more.
- Tickets - Manage tickets created by users (and tickets created by staff on behalf of a user). See Manage Tickets for more details.
- Knowledgebase - Create FAQs that can be hosted in the end-user web portal. Staff can also create canned responses that can be used when responding to a ticket. See Manage Knowledgebase for more details.
- My Time Sheets - Create time sheets, record work done at different time periods and submit to admins for approval. See Manage Staff Time Sheets more details.
- Calendars - Schedule appointments. e.g. for on-site visits. Appointments can be be shared with and tracked by other staff members. See 'Manage Calendars' for more details.
- Projects - Create task-orientated projects which span multiple tickets, departments and agents. See Manage Projects for more details.
Various interfaces display a tool tip button 
beside the features. Click the tool-tip to view quick help on the feature.
Click the link at the bottom of the left-hand menu to switch between the admin and staff panels. This is only available to staff members that also have admin rights.
