SuperAdmin
After logging into Application, you can see the first Menu as Masters this Menu contains all menu management part such as adding menu category, Menu, Submenu and order them according to your need. All roles are fixed to this Application; they cannot be changed.
Displaying all roles which are Used in Application.
The Menu is divided into 3 parts
- Menu category
- Menu
- Sub Menu While adding a New menu category, we are assign roles along with it.
While adding Menu, we are going to select the role and Menu category along with that we are going to add menu name, controller name, action method and status.
While adding Submenu, we are going to select the Role and Menu category and Menu along with that we are going to add menu name, controller name, action method and status.
After adding Menu if you want to order or reorder as you want you can use this feature. For doing this, we need to select roles according to it. It will display menu category just drag to position you want and click on Save order button to same them.
After adding Menu if you want to order or reorder as you want you can use this feature.
After adding Submenu if you want to order or reorder as you want you can use this feature.
Next Menu we are going to see is Users Menu.
In this part, we can create various users according to roles and edit assigned roles.
On this View Superadmin can create different users and set a default password to them when users do the first login, they are forcefully asked to change password.
All Users created in Application are displayed here.
All Roles assigned to users are displayed here.
On this view, we can create agents and assign Category.
On this view, we can see all agents which we have created.
On this view, we are creating Category. e.g. take an example a company provide various services which are divide into categories accounts, sales, billing, payments, refund.
Displays all added Category.
On this view we can configure SMTP for sending emails these settings will be used by entire Application.
This view will display all SMTP configures, and you can set default SMTP from the list.
Here we are taking general information of the company and also sender email is configured here along with it we can enable and disable Email / SMS / Signature feature in Application.
Here we need to add holidays of the entire year according to your company holiday list.
Here we are going to configure business hours for ticket application. There are 2 types of business hours
- 24 hrs x 7 days
- Working days/hours (custom you can configure hours and working days)
Here just you need to enter Name and Description and choose 24 hrs x 7 days option.
Here just you need to enter Name and Description and choose Working days/hours option and then setting up each day starting and closing hours of your support desk. This is the main heart of Application according to this business hour configuration your support system will work.
After configuring business hours, you can set business hours to specific Category and also assign Category to Admin, HOD.
Here you can setup SLA (Service-level agreement) policy. In the priority list, we have 4 options
- Urgent 2. High 3. Medium 4. Low.
By selecting priority, we can configure first response time (first reply to the ticket), every response time (each response to the ticket), Resolution time (total completion of the ticket) and escalation time (when a ticket is not answered by an agent in given SLA time then it is escalated to agent admin and HOD ).
Default Ticket Count: - Default ticket is for each agent; each agent bucket is lower than default ticket count then a new ticket is assigned to an agent. Auto Closing Ticket Hours: - Resolved Ticket will be auto closed after 48.
We are using IIS Cache for entire Application. Which can be refreshed here for adding new changes into the cache.
