The **Supervisor Dashboard** is similar to Agent dashboard. Supervisor dashboard will show Unresolved, Overdue, Due Today, Open, On Hold, and Unassigned. View the Dashboard to determine your first course of action: **Assigning Tickets.**

Click the case(s) you want to assign to an Agent. 

After reviewing the ticket's information, select the Agent for assignment on the **right** side under 'Agent'.

Alert! Assigning tickets manually will depend on the rules for ticket assignment which were identified and can be updated as needed.

Ensure the Agent being selected has the ability to take the case. 

Click this icon to clear the Properties Updated notification. 

Optional: Click **Resolution Due: Edit** if this particular Client's SLA timeline is different than the standard.

To:
"idesk@cibt-service.freshdesk.com" <idesk@cibt-service.freshdesk.com>
 
Dear Initiations Team,
 
Please find details of a new case for:
 
John Smith
 
Could you kindly follow your team's initiation protocols using the following case details? Please confirm to me once this has been completed.
 
Note: After opening the case, please click on an update from immiguru and then save the identification page of the passport in the Copy of passport biodata page.
 
 
Case Information
Please complete the following chart based on the case details and kindly note that items marked with an asterisk (*) are required fields.


Applicant Details


Nationality*
	
Indian


Case Details


Host Country*
	
Brazil


Case Type
	
New Hire


Sending Company*
	
Companhia de Navegação Norsul


Host Company*
	
Companhia de Navegação Norsul


Lead Consultant*
	
Jack Ryan


Link to Inititation Questionnaire
	
https://immigo.newlandchase.com.br/immigo/questionnaires/59121d63/ask/fl5f8y1l62cy/
 
Thank you for your attention to this request.
 
Best Regards,
 
Miriã Abreu
Immigration Consultant
Newland Chase
Email:miria.abreu@newlandchase.com
 
Rua da Assembleia, 65 | 15º andar |Centro |Cep 20011-001 |Rio de Janeiro - RJ |Brasil
 
Mobile +55 (21) 97445-7139
T (Office): +55 (21) 3993-8902
 
Newland Chase is committed to 100% service satisfaction and we welcome your feedback at any time.  If you would like to share your experience, please contact my manager, Simone Pinheiro at simone.pinheiro@newlandchase.com
 
Esta mensagem e quaisquer arquivos associados destinam-se apenas ao uso do indivíduo ou entidade para o qual ela é endereçada. Se você não for o destinatário pretendido, exclua esta mensagem e notifique o remetente imediatamente por e-mail ou ligando para o remetente em +55 (21) 39938902.
 
This message and any associated files are intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient please delete this message and notify the sender immediately by return email or by calling th

Ticket Follow Up After Assignment: Dashboard 

For **Overdue** ticket review, click **Overdue.** 

**Select** how the system will organize the Overdue tickets. 

Tip! You can see tickets in a number of different ways : from status, to client, to contact, etc., in the Dashboard view. Tickets also have a refined **Ticket Filter** **sidebar** to allow for specifics when searching for tickets. 

Click "Add note" to add an internal note to this case. 

Tip! Notes are internal and only for directly relevant case notes. Clients cannot see notes added to the ticket. 

Freshdesk

cibt-service.freshdesk.com

cibt.freshdesk.com

This guide provides step-by-step instructions on how to navigate and use the Immigration Freshdesk Supervisor view. It covers various tasks such as assigning tickets, watching tickets, and assuming the role of an agent. If you are a supervisor using the Immigration Freshdesk platform, this guide will help you efficiently manage and process immigration-related tasks

Immigration Freshdesk Supervisor View : Overview

Assigning Tickets to Agents

Ticket Follow Up After Assignment: Dashboard