Add Staff
Overview
Enables adding of new support staff. Please read carefully. Click example images to display full size version in new tab/window.
Screenshot
Personal
Enable Account - If enabled, sets account status to active.
Send Welcome Email - If enabled, sends welcome email on account creation ONLY.
Name/Alias - Enter staff name or alias.
Email Address - Enter staff email. Must be unique.
Login Password - Enter account password. Click the icon to auto create password. Password generated will be shown. See the following screenshot:
When editing, leave blank for same password.
Timezone - Timezone for staff account. If not set, defaults to main timezone in settings.
Send Welcome Email - If enabled, sends welcome email on account creation ONLY.
Name/Alias - Enter staff name or alias.
Email Address - Enter staff email. Must be unique.
Login Password - Enter account password. Click the icon to auto create password. Password generated will be shown. See the following screenshot:
When editing, leave blank for same password.
Timezone - Timezone for staff account. If not set, defaults to main timezone in settings.
Admin Access
Use the checkboxes to determine which pages staff member can access. Clicking a main heading (in bold) will select/unselect all in that group. You should
be careful when allowing access to certain pages. Ideally, pages such as the settings page, should be visible to the main admin (ID:1) only.
Additional Page Rules (Comma delimit) - If a page isn`t accessible after a checkbox has been checked (or if you create new admin pages), enter the the page param value here, comma delimited. The page param value is visible in the url and is after the "p" variable. For example, for the "Add Staff" page, the param is "team".
Any page params set will allow access to staff member.
Additional Page Rules (Comma delimit) - If a page isn`t accessible after a checkbox has been checked (or if you create new admin pages), enter the the page param value here, comma delimited. The page param value is visible in the url and is after the "p" variable. For example, for the "Add Staff" page, the param is "team".
Any page params set will allow access to staff member.
Ticket Access
Departments - If staff member has access to tickets in certain departments only, specify departments.
View Assigned Tickets ONLY - If enabled, staff member can view only tickets assigned to them.
View Assigned Tickets ONLY - If enabled, staff member can view only tickets assigned to them.
Preferences
Has Ticket Notepad Access - If enabled, staff member has access to ticket notepad for backend ticket notes.
Enable Email Notifications - If enabled, sends email notification if tickets are assigned or opened.
Enable Entry Log - If enabled, add date/time/ip stamp to entry log on login.
Can Merge Tickets - If enabled, staff member can merge tickets.
Can Update Profile - If enabled, staff member can update their profile via the link on their homescreen/dashboard.
Note that for the main admin (ID:1), clicking this link shows the main staff edit screen. Other staff have minimal screen.
Can View Help Link to Documentation - If enabled, can view docs link in header.
Can View Ticket History - If enabled, can view ticket history. Appears at bottom of ticket.
Has Delete Privileges - If enabled, has delete privileges on any page which staff member can view. This should be allowed cautiously.
Can Edit Tickets - If enabled, can edit ticket
Can Edit Ticket Replies - If enabled, can edit ticket replies.
Ticket 'From' Name - If staff member replies to ticket, or assigns ticket etc, this is the from name mail header. If not set, defaults to name/alias.
Ticket 'From' Email Address - If staff member replies to ticket, or assigns ticket etc, this is the from mail header. If not set, defaults to email address.
Additional Notification Email Addresses - Additional notification addresses for staff member, comma delimited. Optional.
Enable Email Notifications - If enabled, sends email notification if tickets are assigned or opened.
Enable Entry Log - If enabled, add date/time/ip stamp to entry log on login.
Can Merge Tickets - If enabled, staff member can merge tickets.
Can Update Profile - If enabled, staff member can update their profile via the link on their homescreen/dashboard.
Note that for the main admin (ID:1), clicking this link shows the main staff edit screen. Other staff have minimal screen.
Can View Help Link to Documentation - If enabled, can view docs link in header.
Can View Ticket History - If enabled, can view ticket history. Appears at bottom of ticket.
Has Delete Privileges - If enabled, has delete privileges on any page which staff member can view. This should be allowed cautiously.
Can Edit Tickets - If enabled, can edit ticket
Can Edit Ticket Replies - If enabled, can edit ticket replies.
Ticket 'From' Name - If staff member replies to ticket, or assigns ticket etc, this is the from name mail header. If not set, defaults to name/alias.
Ticket 'From' Email Address - If staff member replies to ticket, or assigns ticket etc, this is the from mail header. If not set, defaults to email address.
Additional Notification Email Addresses - Additional notification addresses for staff member, comma delimited. Optional.
Other Options - Mailbox
Enable Mailbox System - If enabled, staff member can access the internal messaging system via the header.
Can Delete Messages in Mailbox - If enabled, visitor can delete mailbox messages. Note that this is NOT reliant on the "Has Delete Privileges" being set to yes. This enables you to enable mailbox deleting ONLY if required.
On Login, Go to Mailbox if at least 1 Unread Message in Inbox - If enabled, visitor will be directed to mailbox if at least 1 unread message exists in the inbox on login.
Send Message Notification to Recipient Email Address(es) - If enabled, email notification is sent to staff member if other staff member sends mailbox message.
Max Folders - Maximum folders allowed. 0 for no limit.
Auto Purge Messages in Bin Every X Days (includes Unread) - If this is utilised, messages will be auto purged from staff mailbox after x amount of days. Useful to prevent database from keeping entries deemed too old. Enable cautiously, deleted messages cannot be recovered.
Can Delete Messages in Mailbox - If enabled, visitor can delete mailbox messages. Note that this is NOT reliant on the "Has Delete Privileges" being set to yes. This enables you to enable mailbox deleting ONLY if required.
On Login, Go to Mailbox if at least 1 Unread Message in Inbox - If enabled, visitor will be directed to mailbox if at least 1 unread message exists in the inbox on login.
Send Message Notification to Recipient Email Address(es) - If enabled, email notification is sent to staff member if other staff member sends mailbox message.
Max Folders - Maximum folders allowed. 0 for no limit.
Auto Purge Messages in Bin Every X Days (includes Unread) - If this is utilised, messages will be auto purged from staff mailbox after x amount of days. Useful to prevent database from keeping entries deemed too old. Enable cautiously, deleted messages cannot be recovered.
Other Options - Email Digest
Enable Email Digest - If enabled and email digest is being used, sends email notification to staff member of current tickets.
Include Tickets Awaiting Assignment - If enabled, also includes tickets waiting to be assigned.
Include Tickets Awaiting Assignment - If enabled, also includes tickets waiting to be assigned.
Other Options - Signature
Display Signature in Emails - If enabled (and signature exists), signature is included in email notifications to visitors.
Signature (Optional - HTML not allowed) - If set, displays at the bottom of all ticket replies. Signatures should not contain HTML and not be too distracting for visitors.
Signature (Optional - HTML not allowed) - If set, displays at the bottom of all ticket replies. Signatures should not contain HTML and not be too distracting for visitors.
Other Options - Notes
Backend notes. Optional.