April 2023

Third level experts and other improvements

✨ New

Third level experts

Groups can now use three levels of expert support.

To move experts from one level to another, open the Group details and select the Support levels tab.

To move experts from one level to another, just click the "Move to..." buttons (changes are applied immediately)

In the Settings tab the admin can configure the ability for users to assign a specific expert in the next level. If the checkbox is unchecked, the ticket can only be escalated to the next level and one of the experts belonging to that level can assign the ticket.

For example, with the settings shown in the image below:

• a remote user can assign the ticket to a specific first level expert

• a first level expert can assign the ticket to a specific second level expert

• a second level expert cannot assign the ticket to a specific third level expert, he/she can only escalate the ticket to third level by selecting the Any 3rd level expert option in the ticket Assign expert page

➕ Improvements

• Ability to assign expert during ticket creation