Step 1:- Click on setup circle.
Step 2:- Click on Portal.
Step 3:- Click on setting tab on Helpdesk Tab.
Step 4:- Add a category and select the same category to add sub-category.
Step 5:- Add sub category by entering a simple text and set call owners for the same sub-category by clicking on “Set Call Owner”.
Step 6:- Assign appropriate call owner in “Call Owner” field. After assigning the call owner, set number of days/hours in which ticket needed to be resolved. If the ticket doesn’t resolve in the mentioned time, the ticket will be escalated to the assigned person. Assign employee to “Escalate to” field to which the ticket will be escalated after resolving time expires at call owner end. And then click on Submit.
Step 7:- After setting call owner, there are two methods fro publishing.
- 1. For All:- will visible to all the employees
- 2. Selective:- will be visible to employees who falls under selected attribute.
In case for selective, click on categories or employees to set the attribute. After selecting the attribute, tap on selective and sub-category will be visible to the employees who falls under the selected attribute.
Step 7:- After clicking on publish (For All and Selective), a pop-up will appear stating “Helpdesk subcategory successfully added”.