Skip to main content

Create and manage skills

Written by Basil Mathai

How to create and manage skills

Skills define the areas your team members can handle and help improve ticket-routing accuracy. Skills are organised into categories and can be added manually or uploaded in bulk.

Before you begin

Make sure you have permission to manage skills.

When adding skills in bulk, prepare an .XLSX or .CSV file with these column headers:

  • Skill Category

  • Skill

Add skills manually

  1. Go to Control Center > Team & access > Skills.

  2. Click Add skills.

  3. Select Add skill manually.

  4. Select a Skill category.

  5. Click + Skill.

  6. Enter the skill name.

  7. Repeat the steps to add more skills.

  8. Save the changes.

Use the delete icon to remove a skill before saving.

Upload skills in bulk

  1. Click Add skills.

  2. Select Bulk upload.

  3. Download the template when required.

  4. Add the skill category and skill names to the file.

  5. Upload the completed .XLSX or .CSV file.

The uploaded file must meet the following requirements:

  • File format: .XLSX or .CSV

  • Column headers: Skill Category and Skill

  • Maximum file size: 5 MB

  • Maximum skills per upload: 100

View skills

Skills are grouped by category in the skills list.

Each category shows:

  • Category name

  • Number of skills

  • Skills included in the category

Expand or collapse a category to view its skills.

Examples of skill categories include:

  • Cloud services

  • Communication

  • Device management

  • Documentation

  • Networking

  • Security

Assign skills to team members

After creating skills, assign them from the team member’s Skills tab.

Each assigned skill can include a proficiency level:

  • Beginner

  • Intermediate

  • Expert

Proficiency helps DeskDay understand not only what the team member can handle, but how experienced they are with that skill.

Troubleshooting

No skills are displayed

Click Add skills and create skills manually or upload them using an .XLSX or .CSV file.

The bulk upload fails

Confirm that:

  • The file is in .XLSX or .CSV format.

  • The file contains the required column headers.

  • The file size does not exceed 5 MB.

  • The file contains no more than 100 skills.

  • Each skill has a valid skill category.

A skill cannot be added

Confirm that:

  • A skill category is selected.

  • The skill name is entered.

  • The skill does not already exist in the selected category.

  • You have permission to manage skills.

Did this answer your question?