Areas: who sees which tickets

An area groups tickets and the people who work them: whoever is part of it sees its tickets, whoever is not does not see them. Sales, Technical support, Administration. The tickets of a mailbox are born in the area linked to that mailbox; those opened by hand, and those of mailboxes without an area, end up in the inbox area.

They are managed from the «Centro di controllo», entry «Caselle e aree», tab «Areas». The «Gestione aree» privilege is needed.

Creating an area

Top right «New area»: a window opens in the centre with «Name», «Ticket prefix», «Colour» and «Description». The prefix goes in front of the number — “COM-12” — and never changes if the ticket is later moved to another area: it is the code the customer already read in the email. Leave it empty and only the number remains.

The «Make this the inbox area» checkbox elects it as the destination of tickets without an area: there is only one, and in the list it is marked «catch-all».

Who works in an area

In the area’s card, the «Who works in this area» block with «Add»: the «Who do you want to add to this area?» choice opens, among the kDesk agents. Next to every name, «Remove from area».

⚠️ An area with nobody in it is seen only by administrators: the page writes it in red, «Nobody works in this area: only administrators can see its tickets.». It is not an error, but tickets there stay put until you put somebody in. Whoever has the «Vista su tutte le aree» privilege sees them anyway.

Deleting an area

«Delete» on the row. If the area contains tickets, the window asks which area to move them to with «Move to»: they are not deleted. If you are deleting the inbox area, you must choose which one takes its place.

Moving a single ticket

From the ticket page, «Move to another area» in the action bar. See Moving a ticket to another area, marking it as spam.

Questions this guide answers

• what is an area
• how do I create a department
• why don't I see some tickets
• how do I add a person to an area
• what is the inbox area
• what is the ticket prefix