Spearhead 2.0

Agent: 

When an agent logs work, they use a different icon configuration.

Learn which steps to follow to add to a ticket's activity log: 

• How to Add to a Ticket - Agent
  • Follow these steps to add work or travel to a ticket
  • Follow these steps to add expenses to a ticket 
• How to Complete a Checklist - Agent
  • Follow these steps 

Supervisor and Back Office:

Supervisors can add two different types of work orders to an agent's workflow. 

Learn about the distinctions between these types here: 

• Work Orders

Learn about how to create and add to each type of work order: 

• How to Create a Closed by Completion Work Order
  • Follow these steps to create a call-off ticket
• How to Create a Closed by Date Work Order
  • Follow these steps to create a work order to which dedicated agents and supervisors can add tickets
• How to Create a Work Order
• How to Add a Ticket to a Closed by Date Work Order
  • Follow these steps
• How to Add Ticket to an Open Work Order
  • Follow these steps 

Back Office: 

An expansion of back office's organization settings allows for agent-tiered pricing, ticket types, and checklists. Learn more about those feature additions here: 

• Agent Tiered Pricing
  • Learn more about setting up agent tiered pricing
    • Follow these steps to set up agent tiered pricing
  • Learn more about editing agent tiers 
    • Follow these steps to edit agent tiers
  • Learn more about adding an agent to a price tier 
    • Follow these steps to add an agent to a price tier
• Ticket Types
  • Learn more about creating ticket types
    
    • Follow these steps to create a ticket type

• Checklists
  
  • Learn more about creating checklists
    
    • Follow these steps to create a checklist
  • Learn more about how to attach a checklist to a ticket type
    • Follow these steps to attach a checklist to a ticket type
• Reference Library
  • Learn more about how to attach reference library docs to a ticket type
    
    • Follow these steps to attach reference library docs to a ticket type