Ticket Agent and Helpdesk Management Overview

What is a Ticket Agent?

A Ticket Agent is a designated staff member responsible for managing support tickets within the CRM LEAF Help-desk system. Ticket agents can be assigned to specific groups, handle queries, provide solutions, and ensure timely resolution of client and internal issues.

Add New Ticket Agent

Field	Description
Choose Agents	Select team members to be assigned as ticket agents.
Assign Group	Select the ticket group the agent will be part of (e.g., Legal, Technical).

Examples

Agent List

Name	Group	Status	Action
John Smith	Technical	Active	Edit / Deactivate
Jane Doe	Legal	Active	Edit / Deactivate

Ticket Groups

Name	Action
Legal	Edit / Delete
Installation	Edit / Delete
Spam	Edit / Delete
Very Important	Edit / Delete
Technical	Edit / Delete

 

Ticket Groups help organise queries by categories such as department, urgency, or topic.

Ticket Types

Name	Action
Bug Report	Edit / Delete
Feature Request	Edit / Delete
Complaint	Edit / Delete

Define types of issues customers or staff can submit for better classification and response.

Ticket Channels

Name	Action
Email	Edit / Delete
Web Portal	Edit / Delete
Mobile App	Edit / Delete

Ticket Channels indicate where the ticket originated from (email, app, portal, etc.).

Reply Templates

Reply templates allow ticket agents to respond faster with pre-written answers to frequently asked questions or standard issues.

Round Robin

The Round Robin setting enables automatic assignment of incoming tickets evenly among available agents within a group.

Ticket Visibility Settings

These settings define who can view specific tickets:

• Private: Only assigned agent/group can see.
• Public: All agents can see the ticket.
• Client Viewable: Ticket is visible to client via portal.

Quick Actions – Ticket Settings

Action	How To
Add Ticket Agent	Click Add New Ticket Agent, select members and assign groups.
Manage Ticket Groups	Navigate to Ticket Groups section to Edit or Delete groups.
Add Ticket Types/Channels	Use the Ticket Type or Channel sections to customise.
Create Reply Templates	Pre-define templates to reduce agent response time.
Enable Round Robin	Activate to automatically rotate ticket assignments.
Set Visibility Rules	Define who can view or interact with the ticket.

FAQ – Ticket Management

Q: Can an agent belong to multiple groups?
A: Yes, agents can be assigned to more than one group for broader coverage.
Q: What happens when Round Robin is enabled?
A: Tickets are automatically distributed among available agents in a rotating manner.
Q: Can clients view their tickets?
A: Yes, if visibility is set to “Client Viewable,” clients can access their tickets via the client portal.
Q: Are deleted groups or types recoverable?
A: No, once deleted, they must be recreated manually.