Within Teamwork Desk, you can manage agent
permissions for Training Wheels on an
individual agent basis.
Note: Training Wheels is available on the Premium plan and above.
Go to the People area of your site
and 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.
In the Training Wheels subsection, you can choose whether the agent is in training themselves or can review tickets.
Note: Agents in training cannot have
permission to review tickets
at the same time.
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.
For agents with permission to review tickets, you will see a Can review tickets tag in the details pane on the left side of their profile.
In training
Enable the In training option to enroll the agent in the
Training Wheels review process. Once enabled, you can set:
Percentage - set a percentage of the agent's tickets that should be selected for
review.
- This will be set to 100% by
default.
- New tickets created using the Send Message option will be held for review. New tickets created by the agent using the Create Ticket option will not be held for review.
Inboxes - select specific inboxes for which the agent should be in training.
- This will be set to all inboxes they have access to by default.
- Hover over the inboxes option and click the edit pencil on the right.
- Click the Add inboxes option to open a modal where you can toggle on specific inboxes for the user's training.
- Click Done at the bottom of the modal to return to the settings view, then click Save to apply the changes.
When an agent is in training, you will see an In training tag at the top of their profile. The percentage of tickets to be reviewed will also be visible in the details pane on the left side of their profile.
For more information, see: Enabling Training Wheels for Your Site