In SprintHub, we offer three levels of access to ensure that ticket management is secure and efficient:
1 - Account access
To access conversations on WhatsApp, Instagram, and Facebook, the user needs to have specific permissions on the account. If the user does not have these permissions, they will not be able to view the conversations.
It is possible to define who has account access through the department; click edit department where you will have the option to choose accounts:
In accounts, you can define which accounts that specific department has access to.
You can use this to separate a marketing department that works with Facebook and Instagram from a support department that works with WhatsApp, for example.
2 - Department access
Users who belong to the same department have the ability to see each other’s tickets.
So, for example, those in the support department will be able to see all the other tickets of anyone in support, the same for sales, finance, etc.
However, they can choose to filter the tickets to view only those that belong to them, providing a more organized and focused work environment.
There is a practice that is done in some instances that is not recommended, see below:
Creating sub-departments for each user in your instance IS NOT NECESSARY; the third level of access is already sufficient to assign the lead to each specific user.
3 - Lead access
It is possible to change the employee responsible for a lead, restricting access to that ticket exclusively to the new responsible person. This change can be made in two ways:
Manual: Allows an administrator or a user with the appropriate permissions to make the change directly.
Automation: Uses predefined rules to automatically change the person responsible for the lead, ensuring that tickets are distributed efficiently and according to the team’s needs.
If you want to see an example of an automation that changes the access permission, click the link below:
These access levels were developed to offer flexibility and security, meeting the diverse needs of support teams and ensuring an efficient workflow in SprintHub. If you still have questions, watch the video below to better understand:
