Tenant Options

The Tenant Options menu is a powerful feature designed for tenant owners and administrators to tailor the Qiscus Helpdesk to their specific business requirements. This menu provides various configuration settings that allow you to customize and optimize your helpdesk experience. By utilizing these options, you can ensure that the helpdesk aligns with your company's branding, user access preferences, and operational workflows. The Tenant Options menu is divided into two main sections: Branding and User Access Level, each offering unique settings to enhance your helpdesk.

A. Branding

The Branding tab in Tenant Options allows tenant owners and administrators to customize the appearance and identity of their Qiscus Helpdesk. This section includes settings for the Helpdesk Account Name, Subdomain, and Custom Domain.

1. Helpdesk Account Name

The Helpdesk Account Name field represents your brand within the helpdesk system.

• Description: This name will appear on the dashboard, in email related to user invitations, and in password reset emails.
• Use Case: By personalizing the helpdesk with your company’s branding, you create a more cohesive and professional experience for your users. This helps reinforce your brand identity and provides a consistent user experience across different touchpoints.

2. Subdomain

The Subdomain field allows you to customize the URL through which your helpdesk can be accessed.

• Description: You can change the subdomain to match your business name, for example, {{your-business-name}}-helpdesk.qiscus.com. This URL will be the primary access point for your helpdesk.
• Use Case: Customizing the subdomain helps in creating a distinct identity for your helpdesk. It also makes it easier for users to remember and access the helpdesk specific to your company. Please note that changing the subdomain will affect all users, so you need to inform your team about the new URL to avoid confusion and ensure continued access.

3. Custom Domain

The Custom Domain section allows you to mask the Qiscus Helpdesk URL with your own domain.

• Description: Instead of using a Qiscus-provided subdomain, you can use a custom domain like support.mybusiness.com. This provides a more professional and personalized URL for your helpdesk.
• Use Case: A custom domain enhances your brand’s professionalism and increases trust among your customers. It provides a seamless experience as customers interact with your support system under your own domain.

To set up a custom domain, follow these steps:

1. Fill the Custom Domain URL: Enter your desired custom domain in the provided field.
2. Click 'Set': This will generate a CNAME value.
3. Update DNS Settings: Copy the CNAME value and add it to your DNS settings. Your system administrator can assist with this setup.
4. Activate the Custom Domain: Toggle the switch to enable the custom domain.

B. User Access Level

The User Access Level tab provides three options to help you control user permissions and visibility within the Qiscus Helpdesk. These options include Auto Create User, Agent's Ticket Visibility, and Allow Agent to Handover Ticket.

1. Auto Create User

This option enables Omnichannel Agents to automatically create their Qiscus Helpdesk user account upon accessing Tickets menu. When activated, agents will not need to manually create accounts; instead, their access will be seamlessly integrated, allowing for a smoother user experience and quicker onboarding process.

2. Agent's Ticket Visibility

You have two options to configure the visibility of tickets for agents:

1. Only able to view tickets assigned to them:

   • Description: This setting restricts agents to only view and manage tickets that are explicitly assigned to them.
   • Use Case: This is useful for maintaining privacy and ensuring that agents focus solely on their designated tasks without being distracted by other tickets. It’s ideal for environments where strict data access control is necessary.

2. Allow agents to see all tickets in their division:

   • Description: This setting grants agents the ability to view all tickets created within their division, regardless of whether they are directly assigned to them.
   • Use Case: This is beneficial for collaborative environments where agents may need to assist each other or have visibility over all issues within their division. It promotes teamwork and allows for better management of workload and priorities.

3. Handover Options

You have three options to configure ticket handover capabilities for agents and supervisors:

1. Agents not allowed to handover tickets:

   • Description: This option restricts agents from handing over tickets entirely.
   • Use Case: Ideal for scenarios where strict accountability is required, ensuring that tickets remain with the initially assigned agent until resolved.

2. Can only handover tickets within own division:

   • Description: Agents can handover tickets to other agents within their own division only.
   • Use Case: Suitable for organizations where collaboration is limited to the division level, enabling agents to seek assistance or reassign tasks without involving other divisions.

3. Can handover tickets to own and other divisions:

   • Description: Both agents and supervisors can handover tickets to agents within their own division or to agents in other divisions.
   • Use Case: Designed for flexible and collaborative environments where cross-division support is encouraged, allowing for efficient resolution of issues that may require expertise from different areas.

In summary, the User Access Level tab empowers administrators to tailor agent permissions and visibility according to their organizational needs, ensuring that the Qiscus Helpdesk operates efficiently and securely.