Set up Nilear Live for a dispatcher

Example data

The people, boards and companies here are invented. Nilear’s sandbox users are not linked to Microsoft Teams, so this walkthrough has no pictures of the Teams cards.

The situation

Dana dispatches for a help desk with two service boards, Help Desk and Escalations, and a Monitoring board where the RMM tool creates dozens of tickets a day. Dana wants to know at once when a new ticket or a customer reply arrives on the service boards, and when a technician starts working anything, including monitoring tickets, but not every alert the RMM tool raises.

1. Link Teams

From the Nilear home page Dana opens Nilear Live, clicks Add to Teams, adds Nilear-Chat, clicks Link Account in the chat and Complete Link in Nilear. See Get started.

2. Choose the updates

On the Nilear Live page, Dana:

1. keeps Ticket Updates ticked and New / Customer Responded / In Progress Updates chosen;
2. ticks only Help Desk and Escalations in the board list;
3. ticks All In Progress, so a technician starting a Monitoring ticket is still reported, while the RMM tool’s new monitoring tickets are not;
4. ticks Include Staff Updates, to follow the notes technicians add as well as customers’.

3. During the day

• A customer emails in a new ticket on Help Desk: a Ticket #… Created card arrives with the company, contact and board. Dana clicks CW View to assign it.
• The RMM tool raises a disk alert on Monitoring: nothing arrives, because the board is not selected.
• A technician puts that alert In Progress: a Ticket #… In Progress card arrives, thanks to All In Progress.
• Dana goes to lunch and sends Lunch to Nilear-Chat; the Availability board shows Lunch until Dana’s default break ends. After eating, Dana sends Lunch off.

4. Fine-tune

After a week, Dana finds the staff notes too many and unticks Include Staff Updates. Customer replies still arrive.