How to Add Analysts

Overview

Analysts are the support agents responsible for handling tickets, managing assets, and resolving user issues. By adding a user as an analyst, you are upgrading their permissions from a standard requester to a helpdesk staff member. You can further refine their access by assigning specific roles and scopes (e.g., limiting them to only see tickets from their own department).

Step-by-Step Guide

1. Navigate to Analyst Settings

Access the analyst management section from the helpdesk settings.

• From the main menu, go to Settings (1).

• Under the Helpdesk section (2), click on Analysts (3).

• Click the Add Analyst button (4) in the top right corner.

2. Select User and Assign Role

In the "Assign User Role" window, you will select the user and define their level of access.

• User: Search for and select the existing user you wish to promote to an analyst (e.g., "John Doe").

• Role & Scope: Note: While the dropdown in the screenshot is empty, this is where you would typically select a Role (like "Technician" or "Supervisor") and a Scope (defining if they can see all tickets, or only those assigned to them).

• Click Save to finalize the promotion.