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Now with Helpshift’s new Teams functionality, organizations with large support teams or multiple large groups of Agents can segment and manage their support staff and Smart Views more effectively.

Helpshift Roles

There are now 3 roles that you can have as a Helpshift user:

  • Admin (Head of Operations or Support): Has full permissions and can control all aspects of the Helpshift Dashboard
  • Supervisor (Support Lead or Team Lead): Can do most Admin functions except for creating/editing Shared Smart Views and Teams
  • Agent (Support Staff and Specialists): Primary function is to respond to users via the Dashboard

Do I need a Supervisor Role?

The Supervisor Role is designed for your senior or manager level Support specialists in your organization. Supervisors can do many of the functions as Admins, such as inviting Agents, but don’t have access to billing information and managing Automations.

Admins control the foundation of your workflow, while Supervisors have power to manage an already setup workflow. If your team is greater than 5 people, then you may want to look into creating a Supervisor role who can manage the day to day of your workflow.

If you are large enough where you need multiple Teams, then you’ll want to create a Supervisor for each Team.

Some use cases for teams:

  1. Teams that are split up geographically, with each office location being one team, can now be managed by Supervisors. User management can be controlled by the local Supervisor.
  2. Teams that are segmented by function (e.g. Trust and Safety vs. Operations vs. Support) can each have their own Supervisor who understand the team’s needs the best, and can create shared smart views accordingly.

Note: It’s not suggested that Teams be segmented by app or platform unless you want to isolate the Agents working on those apps/platforms specifically.

Each agent and supervisor will only belong to one Team, and can’t belong to a group from another team.

To visualize what the structure of a two-team organization might look like, we can look at the graphic below.

Screen_Shot_2016-06-06_at_10.28.58_AM.png

In this scenario, we have two teams managed by one admin, with team one having a single Supervisor managing two groups, and a 2nd Team with two groups managed by one Supervisor each (though multiple Supervisors can manage a single group if needed). Note that Agents can belong to multiple Groups (and see each group’s respective Shared Smart Views), as is the case with Agent 2 and Agent 4 in the diagram above.

Setup

You can prepare getting set up on Teams by doing the following:

  1. Identify all the Agents which belong to the team you want to create
  2. Find out a time when the Agents are inactive or there is a least amount of activity for them.
  3. Make a note of the groups that each affected agent currently belongs to. You can use the report downloadable from Settings-> Organization page -> Active members for tracking this.
  4. Make a note of which smart view is shared with which group. You can use the report downloadable from Settings-> Organization page-> Groups for tracking this.

Once you’re ready to make the move:

  1. Create the new team by clicking on “Add team” button.
  2. Move all Agents from default team to a new team, one team at a time.
  3. Once step 2 is complete, create new groups for Agents in the team and share the existing smart views with those groups.
  4. Repeat this activity until all teams are created.

It’s best to make the transition during non-peak business hours so as not to interrupt agent workflow.

Published November 24, 2015
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