Choose who handles reported issues
Add users or user groups to Support staff so they receive issue notifications and can be assigned tickets in the queue.
Support staff defines the team responsible for resolving workplace faults. Set up this list first in Ticketing: until at least one person is added to Support staff, new reported issues do not notify anyone and cannot be assigned.
1. Open Support staff
Go to Ticketing › Support staff. The table lists current support staff members along with the number of tickets each person is currently Handling, so you can check workloads before assigning new tickets.
Support staff list showing each member's current Handling count.
2. Add users or user groups
Click Add and choose one of the two options:
- Add user: Adds individual users one at a time.
- Add user group: Adds everyone currently in a user group, plus anyone added to that group in the future.
Adding an individual user or a user group to Support staff.
Removing someone from Support staff does not automatically unassign tickets they are already handling. Check their Handling count and reassign their open tickets before removing them.
3. What adding someone to Support staff changes
Adding a user to Support staff does three things:
- Allows ticket assignment: Their name appears in the Assign to list in the ticket queue.
- Sends in-app notifications: They receive an in-app notification whenever a new unassigned issue is reported anywhere in your tenant.
- Sends email notifications: They receive an email notification for every new unassigned issue.
What this page does not control
- Automatic ticket assignment: Offision never auto-assigns tickets. Every ticket is assigned manually in the ticket queue.
- Building or room scoping: Everyone on Support staff receives notifications for unassigned reports across all buildings. To notify specific role holders for a particular room or building, configure a ticket policy.
- Working hours: Ticketing notifications are sent immediately whenever an issue is reported, 24 hours a day.
4. Verify your changes
Submit a test issue for any room. Confirm that the users you added receive the New issue reported email and in-app notification, and verify that their names appear in the Assign to menu when you open the ticket in the queue.