Within the Agent Management tab, you can find the “Help Desks and Agent Groups” section. This feature allows us to organize agents into coordinated work teams and simplify service assignment. The help desks will be overseen by coordinators, who can monitor and reassign requests without directly intervening from the coordinators' panel.

The structure is as follows: 

• For each help desk, one or more coordinators are assigned, who can oversee them.
• Within each help desk, there will be different agent groups, to which we can assign one or more members to manage service requests.

To start creating and setting up help desks, follow the steps below:

1. Log in to Humand Admin.

2. Go to the Service Management > Agent Management tab.

3. Select the "Help Desks and Agent Groups" section.
 

4. Once inside, you will see the different help desks and the agent groups within them. To create a new desk, select the "+ New Help Desk" option.

5. Here you can set the name of the desk and assign who will be the responsible coordinators (which we can filter by segmentation). It's important to note that coordinators must be agents previously created in the system. Once the coordinators are selected, click “Create”.

 6. And that's it! Once coordinators are assigned to a help desk, they can access the Coordinator Panel where they will see metrics and details of the requests managed by the agents they oversee. To see how to create and manage agent groups, you can check out the following article:

📚 How to create and manage agent groups?
 

Coordinators can view the details of requests and reassign them if they wish, but they cannot comment or change the status of the requests; only the agent assigned to the request can do that.