Dashboard unassigned queue by location

Hi there,

You can certainly customize the dashboard by clicking under your name, then options in the top right corner, but it would also be effective to create views for your technicians so that they can see tickets for their location(s).   Utilizing location-based permissions could also be beneficial.  

I am an agent and cannot make those modifications. When I change the locations for the Unassigned tab on my dashboard, that works but it does not hold when I exit and go back in.  The situation we have is we have four agents/technicians located at two different locations. We want each pair of agents/technicians to see only the locations that they are responsible for. We have six locations so each pair of technicians should see three locations. Is that possible? We asked our administrator to make these changes and they said it is not possible.  

Hi ​@tomcat1015 !  What you are asking for is possible. We call this “delegated permissions” which allows us to lock down agents views of tickets to only their assigned location or a list of locations you are responsible for working.

I’d recommend that you work with your assigned iiQ Customer Success Manager. They would be happy to work with your team to set this up.

That won’t work as all agents need to be able to see all tickets jf they so choose.  We do cover for each other from time to time. The best option would to be able to set a filter by location that sticks to the agent profile but that does not seem to be a possibility.

​@tomcat1015 , Ah, gotcha. As ​@CThomas_iiQ mentioned, you could always create a custom view and include open tickets for the locations you are responsible for and add any columns you care about and sort it the way you wish. Then, you can pin that at the top of your dashboard so when you log in, your default view is that custom view pinned at the top. 

Also note that you and your team, of course, are welcome to schedule some time with your Customer Success Manager. I’m sure they would be happy to see if they could help.