From the Agent Role
A is the navigation panel, also referred to as the nav menu, is what helps you get around Spearhead.
B is the board that shows your active tickets, use this to see what work has been assigned to you, either complete or incomplete.
C is the board you use to view the tickets you've submitted for approval that are currently in review.
D opens up the chat window which is how you access Spearhead Support for troubleshooting or help.
E use this toggle to go between light and dark mode on either your desktop or mobile device.
F this dashboard aggregates all open work orders for customers to whom you're a dedicated agent. You can use the add ticket icon to easily create a ticket for that open work order.
From the Backoffice Role
A is the navigation panel, also referred to as the nav menu, is what helps you get around Spearhead.
B is the card on the dashboard that displays and shows the number of how many active CLOSED BY DATE tickets there are under your purview. Whether you made them or agents dedicated to those customers did, you'll find those active tickets listed and counted here.
C is the card on the dashboard that displays and shows the number of active CLOSED BY COMPLETION tickets there are under your purview. Whether you created them or agents dedicated to those customers did, you'll find those active tickets listed and counted here.
Want more clarification for these two different types of tickets? Check out page for work orders.
D is the card on the dashboard that displays tickets that have been submitted for review to be either accepted or rejected, then put back into the agent's workflow. This is the card that contains the number and section for CLOSED BY DATE.
E is the card on the dashboard that displays tickets that have been submitted for review to be either accepted or rejected, then put back into the agent's workflow. This is the card that contains the number and section for CLOSED BY COMPLETION.
F This card contains all archived tickets that have been submitted for review, accepted, and approved.
G This is where you can find work orders that are approaching their pending grace periods, near the end of their time windows for generating, approving, and accepting tickets.
H Use this section to view all the tickets that have been submitted for review, including the submission date and the agent submitting the work.
I Tickets that have been created but remain unassigned will be displayed here.
J This will display agents who are approaching their overloaded limit, as set in your organization settings.
K This will display agents who have no assigned tickets, work, or work orders.