Categories

Agent profile settings

To view or edit a user's profile, open the «Users» section, select an employee and click on the «Profile» icon. If you are setting up your profile, click on the avatar on the left.


The user profile setting card includes 3 blocks:

1. Profile

Fill in the fields:

  1. Avatar;
  2. Email;
  3. Password;
  4. Name;
  5. Position;
  6. Phone;
  7. Language;
  8. Automatic offline — a mode when the system itself puts the status of an employee into an offline mode within the chat, as soon as the employee has finished the session (exited the Usedesk or turned off the computer);
  9. Use my signature;
  10. My signature. If you enable the personal signature in the checkbox, each response will have a signature, regardless of the e-mail channel through which the request came in. A common signature for all employees can include an employee in the role of administrator and an employee in the group with such rights in the «Channels» section of each channel.


2. Telephony

If a virtual telephone channel is connected in the Usedesk and you answer customers' calls using it, the tickets with your conversations are automatically linked to your account. If you select telephony, fill in the field «Operator ID», the value of which depends on the selected telephony.
The «Telephony» block will be displayed when setting up the agent's profile if one or more telephony channels are created.



3. Notifications

Each employee can set up what notifications they will receive:

1. Mail notifications — they come to the mail that is bound to the system account. You can respond to a mail notification — the response will appear in Usedesk as a new ticket;

2. Browser notifications — are displayed in the browser, which you can use to start working with the ticket (click on the browser notification).

To do this, check the box next to the required type of notification for mail and/or browser.


After making all the changes, press «Save».

An employee with the «Admin» permissions and an employee that is a member of the group with such permissions can set up the user's profile.

An employee with the «Employee» and «Support» permissions cannot set up the following types of notifications:

  • When added new ticket;
  • When the client replied to the ticket of another user;
  • When the user replied to the unassigned ticket;
  • When the client replied to the ticket of another user;
  • When the user replied to the unassigned ticket;
  • When a client has left a rating in another user's request;
  • Notify when everyone is offline in the chat.

Important! If browser notifications are enabled, but do not come:

  • Check your browser settings. Notifications, pop-ups, and redirects, as well as sound, should be allowed in a browser, in site settings.
  • Check notification settings in your operating system. For example, in Windows 10, you can do this by going to the Notification Center and clicking «Manage Notifications». In the opened window, click a browser you use. Make sure that the settings shown in the screenshot are enabled.
  • Make sure your antivirus is not blocking notifications.

After all the actions, log out of your account in Usedesk, clean cache and cookies in a browser history. This is how these items look like in the Yandex browser.

Then log in to your Usedesk account again. When you log in, you'll see a window with a question, «Do you want to receive notifications?». Confirm your permission to send notifications.

Once you have done this, you should receive notifications. If not, please e-mail us at support@usedesk.com


Activity feed

The agent's actions are now summarized in the «Activity feed» table, which is located in the agent's profile and includes the following events:

  • External comments of the agent;
  • Internal agent comments;
  • Agent actions in the request;
  • Switching agent status in requests;
  • Switching agent status in chat.