To access a User's records click on their name in the view panel, this will open their User profile. The User Profile is divided up by four tabs: User Information, Notes, Billing, User History & Activity Stream.
Each User has a unique ID number. In the Agent interface, clicking on a User's name will open their profile.
Labels
Any labels that you add onto a User's profile will display in the CRM, this enables you to search for a User by labels as their profile will display under the labels they match.
User Information
Summary
The summary field is a text field that you can use to record general informaiton about the User, e.g. if they have any special requirements.
To edit the summary you simply click on the field, add or edit the text your changes will be saved to the User's profile once you click out of the text box.
Contact Information
The contact information section provides any available contact details for the User.
You can add information to a User's profile by clicking the + sign next to the section heading. This will open a dropdown menu for the various types of information you can add:
You can edit a User's contact details by hovering over the informtion you want to change and clicking the pen icon.
A User can have multiple email addresses but one must be their primary email address; this will be marked with a blue flag.
Setting User Organization
To add an Organization to a User's profile click on the field where it says Add Organization.
This will show a dropdown menu where you can select an Organization that already exists in your helpdesk and you can use the search field to filter them, or Create Organization.
When a User is added to an Organization, you will be able to see the total number of tickets that have been submitted by the organization next to the company name on the User's profile.
See the Organization section for more information.
User Properties
The Properties section stores information about your Users that is collected via any custom User fields you add onto User registration or Ticket forms, as well as information about their timezone and language.
Custom User Fields
Any custom field information you have gathered on a User will be displayed in the properties section.
To edit any field just mouse over the section and click into the box to edit.
If you do not have information for a field and it is empty for that User it will be hidden from view; to reveal any empty fields click the Show X empty fields at the top of the properties section, this will display any empty fields which you can then edit.
See Custom Fields for more information about the information you can collect on Users.
Timezone and Language
The Users timezone and langauge preferences are displayed in the properties section. If no language is shown, the User is receiving content in the default User language of your helpdesk.
You can set a User’s local timezone with the Timezone control. This affects times shown on email notifications.
If multiple languages are enabled on your helpdesk, you can set the User’s preferred language with the Language control. This will change the language of their email notifications and the content they see when logged in to the Help Center.
Tickets
The Tickets section on the User Profile shows you the Tickets that the User has submitted to the helpdesk, these are separated into two categories: Open and Resolved. The number of Tickets in each category will be displayed in brackets on the tab.
Notes
On the Notes tab you can add any additional information that you think is necessary, and unlike the summary you can add more than one note about a User.
In the Notes tab you can also attach any files to be saved to their profile. You can use this to store invoices, useful documentation, software configuration files and anything else you think Agents will find useful in helping this User.
Billing
From the Billing tab you can view previous charges for a User.
If your helpdesk enables you to bill Users amounts on money based on the support you provide, or record how long it takes to resolve a Ticket, these rates will appear in the tab.
In the tab you can toggle which information you see about billing, if you toggle the clock on you can see all the timing information about support you have provided if you toggle it off you will just see the Total Time taken.
If you toggle the dollar sign ($) on you will see all the billing costs that have been generated, if you toggle it off you will just see the Total Amount billed.
User History
The User History tab shows you the Users history with your helpdesk and their activity stream.
User History
On this tab you will see a detailed change log of the User's record, the log will show what changes were made to an account, who made the changes and when the changes occured.
Activity Stream
The activity stream shows an detailed overview of the User's actions on your helpdesk, such as when they registered as a User or whenever they submit a Ticket.
The activty stream will show you what information they added or created and when the action took place.
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