Your support team members are the most important assets in keeping customers happy. In HappyFox, every member in your team counted as a staff. Earlier, we took a look at how to deactivate a staff member when he/she steps down to make room for a new one. Today let us walk through the steps to create a new staff member and assign a role to him.
Before getting into creating a staff member, let us get familiarized with the concept of roles. Roles in HappyFox refer to the level of access each staff member has got in the support process. However flat your organizational structure is, there still needs to be some compartmentalization for security and privacy concerns.
Instead of giving the master key to everyone in the support process, with the help of the Roles feature you can define the scope of the various functions. With a set of well thought out roles, you could define organizational responsibilities and make delegation a lot easier.
HappyFox by default comes with two different roles – Administrator and Staff. As the name implies, Administrators have full control and have access to all aspects of your HappyFox account.
It might sound ominous, but defining a role actually is a walk in the park. Make sure to check all the features your staff should have access to and uncheck the ones to those they shouldn’t.
The picture above shows the permissions of a typical Staff role. As you can see, the number of functions available are the same as the Administrator role. It’s just that there aren’t as many check marks in this screen.
Editing a Role
Now, if you are like me, you might be wondering why would a support team member ever need to export a report. In a single click, you can veto the decision!
Creating and Cloning Roles
If you are planning to create a new role, there are two options in front of you. Either create one from scratch or just clone an existing one. If you go with the latter choice, you can play around with check marks to create one as effective.
To clone a role, hover to the right of the role in question and click clone. This is the fastest way to create a new role and with far fewer clicks in comparison to creating one from scratch.
Creating Staff and Assigning Roles
To add a new member to the team, visit the Staff tab under Manage. Click on the + sign to bring up the new staff form.
After adding the customary details, it’s time to assign a role to the new (or existing) team member. I’m not going to say how simple it actually is to assign a role. It just takes a click to pick a role from the drop down. Likewise, it just takes a check mark to assign staff to a particular category.
Each staff member can be associated with one or more categories and they’ll be able to see tickets only from those categories. You be the judge to ascertain how simple this entire process is!