Hello we are just setting up WHD for the first time and I have a couple of questions I hope someone can help with.
We are going to auto assign emailed calls to our first line help desk. Which is two techs one 08.00-16.30 and the other 09.00-18.00 Monday to Friday. We have set the work schedule for both engineers so tickets during the week are assigned as we would like. My questions is what happens with tickets that come in over night or over the weekend? I have sent a test but currently it is showing with no Tech assigned. Will the manager of the group have to manually assign the tickets on Monday morning or will they auto assign when an Tech comes on shift?
My second question is to do with permissions to see other Techs calls. I know the manager of the group can see everyones calls. But is it possible to give more than one Tech the Manager permission or to let another Tech have permissions to see all the calls that are active, or do you need to use the search option / dashboard?
Sorry if it is a stupid question. Thanks Mike.