Within Teamwork Desk, you can use Training
Wheels as a review system for ticket replies
sent by your agents.
Note: Training Wheels is available on the Premium plan and above.
For each agent enrolled in Training Wheels,
you can set a corresponding percentage of
their tickets you want to
be reviewed.
The tickets chosen for review are
selected by Teamwork Desk on a randomized
basis.
The agent will only be alerted that
a ticket has been chosen for review once they
click send on their reply.
Understanding the
basics
- Agents can be:
- Given permission to review tickets
- Enrolled in Training Wheels for all inboxes they have access to or for a specific subset.
- Administrators can always review
tickets
- Administrators cannot be enrolled in
Training Wheels
Note: Agents
cannot be in training and review
tickets at the same time.
Enabling Training Wheels for your
site
To enable Training Wheels for your
Teamwork Desk site, click your profile icon
and select Settings from the
dropdown menu.
In the settings area, go to the General tab and select the Site
settings subsection from the left
sidebar.
You will see an option for Training
Wheels. Toggle it on (green) to enable the
feature for your site.
When training wheels is enabled, an overview panel will also be displayed in your site's Home area, showing a count of tickets currently needing review or with requested changes.
- Only administrators, reviewers, and agents in training can see this panel.
- Administrators and reviewers will see a count of all matching tickets.
- Agents in training will only see figures for their own tickets.
- If Training Wheels is disabled for your site, the panel will be hidden for everyone.
Enrolling
an agent in Training Wheels
Once the feature has been enabled at site
level, you can
enroll agents on an individual basis via their
profile permissions.
In the People area of your site,
select the Agents tab.
From the list of agents, click the
name of the agent you want to enroll to open
their profile.
Select the Edit
Profile option in the top right
corner of the agent's profile view.
Below the agent permissions, you
will see a section for Training Wheels. Here you can choose from two
options:
- Can review tickets - allow the
agent to
become a reviewer of other agents'
tickets:
- Only agents with this permission
enabled and administrators can review
tickets.
- Agents with the review permission
cannot be in training at the same
time.
- In training - enroll the
agent in the
Training Wheels review process:
- Once enabled, you can choose a
percentage of the agent's tickets you
want to be selected for review.
- This will be set to 100% by
default. When a lower percentage is set, a randomized selection of tickets will be held for review.
- Note: Replies to tickets, new tickets created, and forwarded messages are all included reviewed.
- You can also choose whether the agent should be in training across all of their inboxes or only for specific ones.
- Agents in training cannot have
permission to review tickets at
the same time.
For more information, see: Managing Training Wheels Permissions