relationships between staff members, groups, and departments

[Anne Wilson]

Hi there,

We are a relatively small group in a not-for-profit organization. We develop and support around 40 software packages (let's call these "topics") with a staff of roughly 25 people. Members of our staff play a variety of roles and work on a variety of packages. Also, staff members areas of responsibility may shift over time.

We really like eSupport, but are not sure how best to configure the package to meet our needs. I think we need a better understanding of the high level concepts behind eSupport. A user manual would be helpful, but in the absence of that I hope that other users will help us out.

We are assuming that departments should correspond to topics. Thus, seems like we should make one department per software package/topic plus some additional departments for internal purposes.

It appears that in eSupport staff can be assigned to one and only one group. And then staff groups can be assigned to one or more departments/topics. But, under this model (as I understand it) in order to allow staff to respond to tickets in a variety of departments we would have to make each staff member the only member in their own group, and then use Edit Group to assign the staff/group to various departments. Am I understanding this correctly?

Alternatively, I see that under Edit Staff (down at the bottom), I can "specify custom access permissions if Group access option above is not enabled." This seems to be a way to allow a staff member to at least view tickets in a variety of departments regardless of their group affiliation, which is what we need. But then, what does that mean with respect to belonging to a group? Does using this make the notion of belonging to a group irrelevant for that particular staff member? And, using this approach what rights/permissions would that staff member get for the departments with which they are affiliated?

TIA!

Anne

[jc11]

Hello Anne, We are a software company and We specialize in Kayako customation and redesign. Since you are a non profit organization We would like to help you understanding the high level concept of V3 essupport thus you can manage all the fantastic features this software has in the low level span. Please drop us a line jrodriguez@softairltda.com and We will be more than happy to help at no cost (We would need evidence of your non profit nature)

[Mick]

Hi Anne,

I'm equally confused concerning permissions. I wondered I you ever got a proper answer.

Thanks

Mick

[Varun Shoor]

Originally Posted by Mick

Hi Anne,

I'm equally confused concerning permissions. I wondered I you ever got a proper answer.

Thanks

Mick

Can you let me know which part you find confusing?

Regards,

Varun Shoor