I'm unable to create Roles & Profiles
Please make sure you have added two or more Support Agents in your organization account.
Goto Setup > Admin Settings > Support reps >add another rep, so that options like Roles, Profiles, Groups show ups automatically.
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How can I create a new role and assign it to a support rep?
You can create a new Role by following the steps mentioned below. Click Setup > Admin Settings > Roles. In the Roles page, click the New Role icon. In the New Role page, do the following operations: Role Name: Specify the name of the role. Reports ...
Why am I not able to add New Profiles in Free Edition?
Free Edition does not allow to add More Profiles. You have to upgrade to Professional or Enterprise edition to add more Profiles and associate them to the Support Agent. To upgrade, please refer Pricing.
How do I create SLA & Escalations?
To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...
Can I create a custom request view apart from default ones provided?
Yes. You can create a custom view apart from the default views provided. Please follow the steps listed below to create a custom view. Move the pointer near to the View button and click