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KACE Product Support Question


Kace Help desk Assigning tickets to Support

05/07/2016 927 views
Hi,

How can I assign tickets to   Person In charge of  helpdesk? 

I have not created any Help desk group/labels , can anyone share how 

to  setup this up in helpdesk  and  We have 5 persons in our company in charge of Helpdesk tickets, 
 
 how can I add these 5 to Helpdesk and assign tickets to these guys?  


Answer Summary:
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Comments

  • Thanks Rick & Hobbsy..

    @ Rick can u help me with last part , @owner=TechName and it will create the new ticket and assign it to the tech you wish ?


    how to set this up?

Answer Chosen by the Author

1
Create a user label, go to your user records and assign your 5 staff to that label.

Finally go to the Queue configuration and select the label as the owner label.

Make sure you save the settings, and your staff should now appear as owners with the Ticket owner dropdown 
Answered 05/08/2016 by: Hobbsy
Red Belt

All Answers

1
Create a user label, go to your user records and assign your 5 staff to that label.

Finally go to the Queue configuration and select the label as the owner label.

Make sure you save the settings, and your staff should now appear as owners with the Ticket owner dropdown 
Answered 05/08/2016 by: Hobbsy
Red Belt

1
We setup a HelpDesk Tech Label and placed all techs into the label. In the Ticket Configuration page we made the "owner = IT Tech", within the custom field we placed all techs and made the IT Tech box a single select and added them all here, which allows you to assign tickets to a tech. Then if emailing a ticket in you can place @owner=TechName and it will create the new ticket and assign it to the tech you wish.
Answered 05/09/2016 by: rickhoskins
White Belt

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