Managing TeamsLast Updated: November 23, 2018
Change the name and the color of the team under 'Team Profile' settings.
This is where you can see all the members you have added to the team as well as their role in the team as well as remove them.
To “Remove” an agent, click and HOLD on the “Remove” button.
Invite Members is where you can add more members to the team and choose a role for them.
There are two ways of adding a new member to the team:
- Use the "Connect" option behind the person's name to add them to Qualitista, so you could review their tickets, but don't want them to access Qualitista on their own. This is a great option if you're still testing out the tool and putting processes in place internally. You can always add them later with a specific role if needed.
- Select a "role" for the members and click on invite. This sends out an invitation to join Qualitista to the chosen member and they will be able to access Qualitista and see or give feedback depending on the role selected.
Admin: Can manage the account managers as well as the payments.
Owner: member who set up the account. Same access rights as an admin.
Account Manager: Has access to managing teams across the Qualitista account.
Team Manager: Can manage rating categories, connections as well as all members of a specific team, see and review the team’s tickets.
Team Reviewer: Can review tickets for all members who are part of their team and create public and private filters.
Agent: Can only see tickets and feedback related to their own tickets.
External reviewers tab is where you can add members outside your help desk into Qualitista using just their email address.
Whereas you can attach your help desk to Qualitista under the 'Company' settings, you can choose and attach a specific token also on the team level.
You can add as many or as few rating categories as you’d like (We generally recommend 3-7 to get started with).
Feel free to adjust the weighting of the different categories or mark them as ‘Critial’ for automatic failure categories.
You can both delete and make rating categories "inactive", by moving them below the grey line on the rating categories screen.
See more tips for using 'Rating Categories' here.
This is where you can delete the team (together with users and rating categories).
PS! These actions are irreversible.
Once the teams have been set up, check out how the filters work and create your first ones. See a step by step guide on how to do it here.