Support Representatives - Features and Configuration

Configuring Support Representative Functionality   Setting Up Support Representatives

iSupport's Support Representative functionality controls the features available to support representatives throughout the iSupport application. Contact information, access to features, and more are set in Support Representative Profile records.

Note that the iSupport Setup Wizard appears when the Desktop is initially accessed by the System Administrator profile; it includes options for creating groups, creating support representative profiles, and assigning support representatives to groups. Those assigned to the Administrators group via the wizard will be available for routing and have access to configuration options, knowledge approvals, and incident data override. Those assigned to the Support group and any other group created by the wizard will only be available for routing.

Basic Configuration

If you already have support representative information in an LDAP-enabled directory server such as Microsoft Active Directory, you’ll be able to later use the Data Source Integration feature to automatically create support representative profile records in iSupport and synchronize with your source. However, you’ll first need to ensure that iSupport is set up to receive all of the information you want from your current data sources. iSupport Data Source Integration

If applicable, create roles with associated permissions with associated permissions to restrict access to iSupport functionality. You can assign roles/permissions to individual support representatives or support representative groups. Note that if multiple roles are added, all permissions associated with those roles will be in effect for a group. Access the Roles screen via the Support Representatives option in configuration.

Use the Groups screen to create support representative groups; support representatives must be assigned to a primary group. The Administrators group and the Support group are included by default in iSupport. Support representative groups are an important feature in iSupport; in addition to setting roles/permissions for controlling access to iSupport functionality, you can enable Desktop components, the work items/features involved in global search, work item UI settings, and mySupport chat settings for group members. Groups are also used in routing and reporting.

If applicable, create locations for reporting, location-based routing, and setting the display time zone for multiple support representatives.

If applicable, create support centers to assign support representatives to different areas within a single iSupport installation. For example, you could set up support centers for geographic areas such as West Coast and East Coast, or for functional areas such as external and internal support. If a support representative is assigned to a support center, the time-zone for that support center will be used in hours of operation calculations for rule-based actions; if no support center is assigned, the server’s time zone will be used.

  You can use the Support Representative Profile screen to create and update individual Support Representative Profile records. There are many options in that screen for controlling access to features, including:

Use the Cookie Defaults tab in the Support Representative list screen to set defaults for the options used when support representatives search for customers, other support representatives, assets, and configuration items in work item screens. You can also control the defaults for the types of attachments that can display to support representatives in work item screens. These settings are set by support representatives via the Search Options icon and stored in a cookie.

Using Desktop Features

The Preferences option (accessed via a support representative's avatar/name/availability on the Desktop) enables support representatives to set options for desktop notifications, quick access icons, favorite views, view subscriptions, a signature block for notifications, personal rules for notifications,  personal correspondence templates, and more.

Use the Dashboards tab in the Alerts and Dashboards Manager (accessed via the Desktop Content icon on the Desktop) to optionally add, delete, and rename dashboards and control dashboard access, and automatically push dashboards to the Desktops of all support representatives. Support representatives can customize their Desktop interface by adding personal (private) dashboards with components and a Quick Access icon toolbar.

In the Configuration module you can:

Use the Desktop Settings screen to configure Desktop colors, header text, component availability, and Global Search. You can use the Groups screen to override desktop settings for a specified group and control the layout and default quick access items for work item interfaces.

Utilize Microsoft® Windows-based authentication in order for support representatives to bypass the Login prompt for the Desktop.

If you are not using Microsoft® Windows-based authentication with iSupport, use the Security screen to enable CAPTCHA, multi-factor authentication, a Forgot Password link, password expiration after a specified number of days, a previous password check with a specified number of previous passwords, and minimum password requirements. You can also force a password reset for all support representatives and include formatted text and images in the login screen.

Managing Licensed Sessions

Use the Active Sessions screen to display the support representatives currently logged into iSupport. You also can log off a support representative; use the Sessions Exceeded Log screen to display the occurrences when a support representative logs in after the maximum number of sessions for your license has been reached.