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What is an agent ticket scope?
Agent ticket scope refers to the boundaries set within ticketing software that define which tickets an agent can access and what actions they can perform. It serves as a permission layer, ensuring that agents have access to the necessary information and tools to resolve customer issues while maintaining security and confidentiality.
Usually, in smaller companies, every agent is able to see all information. In big corporations, on the other hand, there is much secret information. Agent ticket scope helps to define, what tickets and information agents are able to see. Every agent is assigned to a ticket scope with different accesses.
Another part of the agent ticket scope is the actions an agent can take within the system. Some agents can, for example, perform bulk imports and read all the internal notes, whereas others can only view ticket updates. Admins can define to which departments an agent will have access.
Key components of agent ticket scope
- Access level: Determines the extent of ticket visibility an agent has. Access levels can be global, group-level, or restricted, allowing agents to see all tickets, tickets within their group, or only tickets assigned to them, respectively.
- Role-based permissions: While the scope defines what tickets an agent can view, roles define what actions they can perform on those tickets. This can include responding to tickets, adding notes, or escalating issues.
- Configuration and setup: Administrators can configure agent ticket scopes to align with organizational policies and operational needs. This setup can include assigning agents to specific departments or ticket categories.
- Security and confidentiality: By controlling access, agent ticket scope helps maintain the confidentiality of sensitive information, ensuring only authorized personnel can view or interact with certain tickets.
Importance of agent ticket scope in ticketing systems
The agent ticket scope is critical for several reasons:
- Enhanced security: By restricting access to sensitive tickets, organizations can prevent unauthorized agents from viewing confidential information.
- Improved efficiency: Agents can focus on tickets relevant to their role or department, reducing distractions and enhancing productivity.
- Better customer service: With a clear understanding of their scope, agents can provide more accurate and timely responses, improving customer satisfaction.
- Streamlined operations: Administrators can manage and allocate resources more effectively by defining clear scopes, ensuring that tickets are handled by the most appropriate agents.
How to implement agent ticket scope
Establishing a well-defined agent ticket scope is essential to ensure that agents have the right level of access and permissions. This process not only enhances security but also improves efficiency by tailoring access to meet organizational needs. Below are the steps to successfully define and implement agent ticket scopes:
- Identify organizational needs: Determine the specific requirements of your organization, including security policies and departmental structures.
- Set access levels: Choose appropriate access levels for agents based on their role and departmental needs.
- Assign roles: Define the roles for agents, which will dictate their actions on accessible tickets.
- Configure the system: Use the ticketing software’s configuration options to set up the agent ticket scopes, ensuring alignment with organizational goals.
- Monitor and adjust: Regularly review the effectiveness of the agent ticket scopes and make necessary adjustments based on evolving business needs.
Tools and configurations
Many ticketing systems, such as Freshdesk and LiveAgent, offer robust configuration options for setting up agent ticket scopes. These systems allow administrators to:
- Define groups or departments and assign agents accordingly.
- Customize roles and permissions for different levels of access.
- Monitor agent activity and adjust scopes as needed for optimal performance.
Frequently Asked Questions
What is an agent ticket scope?
The scope of the ticket determines which ticket an agent can see. If the business is small, the agent usually sees all the information. The opposite is true in large enterprises where some information is rather confidential. By using the Ticket Coverage Tool, you can define what information and tickets your agents can see. Agents have different request scopes with different accesses, and thanks to this functionality, you can overview what this scope is. The administrator decides which departments the agent has access to.
How to check agent ticket scope in LiveAgent?
The agent's ticket range can be checked by the administrator or the owner (even if they are not added to a given department) by going to ‘Configurations’ and then clicking ‘Departments’.
How to set agent ticket scope in LiveAgent?
To set the scope of agent tickets, go to the ‘Configuration’ tab and then click on ‘Departments’ or directly in the ‘Edit Agent’ window after clicking Ticket, Chats, Connections. Users with ‘agents’ authority can view and respond to requests only from the department to which they have been added. Administrators can see the entire department even if they are not added to them. Similarly the owners, with the difference that they also have the option to directly start a chat or call in a department they do not belong to.
What is the scope of ticketing system?
The scope of ticketing system is to provide a system that allows an organization to track and manage customer support requests.
After learning about agent ticket scope, you might be curious about why a ticketing system is essential. Discover how it can enhance organization and efficiency in handling customer requests. Additionally, explore the benefits of an open source ticketing system to see if it fits your needs. It offers cost-effectiveness and customization options that could be advantageous for your business.
