How do I assign tickets to the correct employees through the knowledge base?

You can select which types of questions to assign to specific employees through the Knowledge Base.

• Go to Admin Hub on your computer.
• Go to the menu on the right side:
  • Select Help Desk and then Knowledge Base.
  • Select the category to be assigned to a specific employee or employee group (e.g. under the type “maintenance and issues” you can select “water issues”)
  • Tap the small paper and pencil icon for the specific category (e.g. “water issues”) 
• Now you can assign the category to a specific type of employee by clicking “Role Assignee”. It can either be a janitor, corporation owner or facility manager. 
• You can choose to save the category as it is now. In that case, all employees with the selected role will be notified of a case in this category (i.e. all janitors).
• You can also assign the category to a specific employee from the employee role. In that case, this employee will only be notified about a case in this category.
  • To do this, click “assignee user” and then select the employee you want to assign the category to. 

Press “save changes” when you have been assigned the category.