From the User profile, which opens on the right hand side of the interface when you open a ticket, you can carry out different User Actions by clicking the three vertical dots next to the User's name.
Create a Ticket
You can also create a Ticket on behalf of a User by clicking the + next to the Tickets section of the User's profile, doing this will open a new Ticket in the content panel.
The User will be automatically added as the Ticket User and you will be added as the assigned Agent.
Add Title
You can add a User's preferred title to be stored on their profile in the CRM.
Merge Users
If you have duplicate User records for the same person you can easily combine them into one record using the merge action.
When you merge Users some properties will be overwritten, for example, a User can only be associated with one Organization so if the two profiles have different Organizations the merged User can only remain associated with one of the Organizations.
You can pick which User profile will overwrite the other.
Any labels from both User profiles will be applied to the new merged User.
To merge Users:
Go to the User's profile, open the dropdown menu and click Merge.
A menu will open showing Users that are associated with the same Organization, or you can search any Users registered to the helpdesk by typing in a name and selecting the All tab.
Select the User you want to merge.
This will open a comparison window where you will see the two Users' properties side by side. From here you can choose to merge or switch the direction of the merge using the arrows button at the top of the merge window.
Click Merge to combine the User profiles.
Add Note
When you click Add Note it will open a new note in the Notes tab on the User profile.
You can also add a note by clicking on the tab and selecting the +.
Set and Reset User Password
Selecting the Set Password will let you create a new password for the User.
The password you create will replace the User's old password; the new password will be emailed to the User.
It is important that you have the correct email for a User if you are going to change their password.
Or you can choose Reset Password which will send a reset password link to the User and allows them to choose their own password.
Disable Account
You can temporarily disable a User's account by selecting Disable from the dropdown menu.
Disabling a User account will stop them from being able to login to the Help Center or emailing the helpdesk.
The User will still show up in searches and filters and you can still set them as the User for existing Tickets.
If you want to restore the account to normal, select the Enable button from the dropdown menu.
Deleting Users
If you use the Delete button on the dropdown this will permanently delete a User's account.
Deleting a User will also delete all their Tickets.
If you use the Delete & Ban option, this will permanently delete the User and their Tickets and will also stop them from being able to re-register for you helpdesk with the same email address.
Auto-Responder Flag
If you mark a User's account with an Auto-Responder Flag this will stop Deskpro from sending auto-reply emails to this account.
This stops the helpdesk from getting into an auto-reply loop.
vCard
This option will allow you to upload a vCard, also known as VCF (Virtual Contact File) to a User's account.
You can also use the Download vCard option to download a copy of the User's VCF.
Login as User
Click the Log in to User account button to access the User's Help Center account.
This can be useful when troubleshooting; you can see exactly what the User sees on the Help Center.
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