Making a user a manager?!!!!!!

[jnet]

I noticed we can make a user a manager so he or she can see tickets of other people.

what is the difference between a manager and a staff?

why should you make a user a manager?

I do not understand the logic behind that can some body please explain?

Are you people using this function?

[Jamie Edwards]

Hi jnet,

This functionality is described in the user manual: User manuals

[jnet]

I searched in the PDF with the word "manager"

all it says is that the manager can see all tickets but a user can not

It does not answer my question so

May I Bump please

[Jamie Edwards]

Hi jnet,

It says that a Manager can see all tickets submitted by users belonging to the same user group as the Manager.

[Siora]

This allows managers to see all tickets that are assigned to staff to monitor whether work is being done and what is being added to tickets (replies, notes, comments etc...). Staff can only see tickets assigned to them (if you have that setting enabled).

Also, it allows managers to monitor the "unassigned" queue and assign tickets as he/she fits.

[Jamie Edwards]

Hi Siora,

This is not how the Manager functionality works.. a "manager" is an end-user role, not a staff user role.

[Siora]

Originally Posted by Jamie Edwards

Hi Siora,

This is not how the Manager functionality works.. a "manager" is an end-user role, not a staff user role.

Ohhhhh....ooops, my bad. I guess I confused myself there. Sorry bout that.

[jnet]

manager" is an end-user role, not a staff user role?

Sorry I did not get it.

I know what manager can do. I know he can also reply to tickets but when do you make some one manager? why should you make some one a manager?
A manager is supervisor of staff It does not seem so!

Ok he can see the tickets from a special group! so what?
he comes every day and check things? I understand he even does not get notified about new tickets!

This manager thing is not useless but still I do not understand how I should use this function . Some thing just strange or lacking ... Le'ts discuss about that

I am also interested to know how others are using this

[Jamie Edwards]

Hi jnet,

Don't be surprised if you do not have a use for every function in SupportSuite - there is lots of functonality that will be useful to some but not to others

[jnet]

Yes you are right . any good to have it
It might come in handy

thanks

[ecornet]

The way i understand it:
Users can only see tickets that they create
Managers can see all tickets created for a user group

SO if you have two user groups:
1) Alpha Company
2) Beta Company

And you have 5 users
1) John Blue (assigned to Alpha as user)
2) Larry Pink (assigned to Alpha as user)
3) Katie Black (assigned to Alpha as Manager)
4) Mike Brown (assigned to Beta as user)
5) Fred White (assigned to Beta as manager)

Then John, Larry and Mike can only see the tickets they create as individuals in the Customer support portal

Katie (being a manager) can see all the tickets for Alpha Company
Fred can see all of the tickets for Beta Company