Decide what options users can choose from when submitting a report and what case handler information is shown.
Steps
Go to Reporting channels
Select your reporting channel
Open the Settings tab
Scroll to Visibility settings or Case handler settings
Adjust the settings based on your needs
Visibility settings
In this section you can choose what users can select when submitting a report, in terms to which department the case should be reported to and in which category it falls under.
Departments
Select which departments should be available.
If no departments are selected, all will be available
If only one department is selected, it will be preselected and hidden from the reporting page
Categories
Choose which categories users can report under.
If no categories are selected, all will be available
If only one category is selected, it will be preselected and hidden from the reporting page
Case handler settings
In this section, you can control what information about case handlers is visible.
Show case handler information
Enable this if you want users to see details about who handles their report.
Show case handler name in messages
Enable this to show the handler’s name in communication. If disabled, messages will appear as sent from “Case handler”.
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