How to Assign Supervisors

Supervisors are responsible for overseeing tickets, monitoring team performance, and handling escalations. Assigning supervisors ensures proper control and faster resolution of critical issues.

Before You Begin

• Make sure the user you want to assign is already added as an agent or team member
• Confirm they have the right permissions or role to act as a supervisor

Steps

1. Log in to Synclo
   Sign in and open your dashboard.
2. Go to Ticketing & Helpdesk
   Access the helpdesk module from the sidebar.
3. Open Settings or Configuration
   Navigate to where teams and roles are managed.
4. Click on Teams / Categories / Queues
   Open the section where you want to assign a supervisor.
5. Select the Team or Category
   Choose the team or category where supervision is required.
6. Locate the Supervisor Field
   Look for an option labeled Supervisor, Manager, or similar.
7. Select the User
   Choose the agent or user who should act as the supervisor.
8. Assign Permissions (if required)
   Ensure the user has access to monitor, escalate, and manage tickets.
9. Review the assignment
   Confirm the correct supervisor is selected for the right team or category.
10. Click Save Changes
    Save the configuration.

What Happens Next

• The assigned supervisor can monitor tickets in that team or category
• They can handle escalations and critical issues
• They gain better visibility into team performance and workload

Quick Tips

• Assign supervisors to every active team for better control
• Choose experienced agents who can handle escalations
• Avoid assigning too many supervisors to the same team