Organize Your Helpdesk Teams Based on Expertise, Role, and Responsibility Using WP Ticket

WP Ticket implements role-based support ticket content access to enhance security and streamline operations within your customer support platform. The platform categorizes customer support agents into two main groups:

1. Agents:

   • Responsibilities: Customer service representatives responsible for addressing and resolving customer issues through various communication channels.
   • Roles:
     • Assignee: Responsible for solving support issues assigned to them, ensuring customer satisfaction. A support ticket can have at most one assignee.
     • Contributor: Agents who assist the assignee in solving customer issues. A support ticket can have multiple contributors.

2. Managers:

   • Responsibilities: Helpdesk supervisors responsible for solving all customer support tickets.
   • Access: Managers have unrestricted access to any support ticket and can respond to customers without limitations.

Key Features:

• Assignee Role: Agents assigned as assignees are responsible for solving specific support tickets, and the assignee can be changed by managers as needed.

• Contributor Role: Contributors assist the assignee in solving customer issues, and multiple contributors can be assigned to a support ticket.

• Manager Access: Managers have full access to all support tickets, allowing them to respond to customers without any restrictions.

This role-based access control ensures that customer support agents can perform their designated tasks effectively, providing a structured and secure environment for managing customer interactions. The segregation of roles helps control data sharing among support agents, contributing to efficient customer support operations.