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Pod Manager Guide

This is a quick guide designed for pod managers. It includes a basics overview for using the ZAI portal pod section.

Basic Overview Of The Pod Section

Upon opening the pod section, you will see a table showing all the current pods, to view a pod click the eye icon at the end of the row, this also has 2 buttons located above the table. These two buttons allow you to either create a new pod or onboard an already existing pod. Located above this, is a search section with an advanced search option as well.

Pod Overview Screenshot: pod page overview

Creating A New Pod

Step by Step

  • Firstly click on the "Add New" button on the pod page

  • After doing this you will be brought to the page below

Add New Pod Screenshot: Add new pod page

  • Enter the desired pod name and queue id, (the queue id is where your pods tickets come to)

  • From there you can pick which AI modules you would like to use, these include:

    • Automatic Triage: Auto catagorises and prioritises tickets
    • Automatic Assignment: Auto assigns tickets to the best suited and available employee
    • Direct Assignment: Allows direct ticket assignment compared to suggestion only
    • Workflows: Enables automated multi step workflows for your pods tickets

  • Now just click create and your pod is made

Onboarding A Pod

Step By Step

  • First, click the "Onboard Pod" button, this will take you to the Onboard New Pod page,

Onboard New Pod Screenshot: Onboard New Pod Page

  • From here add the new pods name and queue id, click continue,

  • Now it will ask you to either skip or choose AI Modules, these are:

    • Automatic Triage: Auto catagorises and prioritises tickets
    • Automatic Assignment: Auto assigns tickets to the best suited and available employee
    • Direct Assignment: Allows direct ticket assignment compared to suggestion only
    • Workflows: Enables automated multi step workflows for your pods tickets

  • Upon clicking continue, it will take you to the client page, select the clients you need to add to your pod

  • The next step is selecting the employees you need to assign to your pod, also on this page you will select the job roles associated with the pod

  • Next you can select board configurations, where you configure which ConnectWise service board the pod handels, this step is optional

  • The last step is to review the data you have entered and confirm this is all correct, then you can click onboard pod