Level

Request level is a measure to indicate the complexity of a request so that the request can be assigned to support reps experienced enough to handle the requests.

Say, if the request contains information and does not require any action to be taken, it can be classified as Tier 1. If there is a minor level action, such as providing the contact some tips to resolve the issue, it can be classified as Tier 2, and so on.

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click the Helpdesk Customizer icon under Helpdesk Settings.

3. Click Level from the left menu. The Level List page is displayed. You can add, edit, or delete the request levels.

Add Level

1. Click Add New Level link.

2. Enter a unique name to identify the level in the Name field.

3. If required, you can enter the level Description.

4. Click Save. The new level gets added to the already existing list.

Edit Level

1. Click the Edit icon beside the level name you wish to edit.

2. In the Edit Level form, you can modify the name and description of the level.

3. Click Save. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Delete Level

1. Click the Delete iconbeside the level name you wish to delete. A confirmation dialog appears.

2. Click OK to proceed with the deletion. If you do not want to delete the level, then click Cancel.