How HelpDesk User Access Works
Introduction
This reference explains how HelpDesk users access Easy8. HelpDesk users have a different access system than standard Easy8 users. They use special login pages and ticket links designed for external communication.
Target Audience
Administrator
Access Details
| Name | Type | Description | Example |
|---|---|---|---|
| HelpDesk Login Page | Access link | Special login page for HelpDesk users | https://yourcompany.easyredmine.com/helpdesk/login |
| Ticket List Page | Access link | List of all tickets available to the HelpDesk user | https://yourcompany.easyredmine.com/helpdesk/tickets |
| Ticket Detail Page | Access link | Direct access to a specific ticket assigned to the user | https://yourcompany.easyredmine.com/easy_helpdesk_issues/12345 |
Access Principles
- HelpDesk users cannot log in through the regular Easy8 login page.
- HelpDesk users must use the dedicated HelpDesk login page.
- HelpDesk users only see:
- Tickets assigned to them.
- Tickets assigned to their linked company (if configured).
- HelpDesk users do not see full project structures or standard dashboards.
Notice
Standard Easy8 ticket URLs like /issues/ID cannot be used by HelpDesk users. Always use HelpDesk-specific links starting with /easy_helpdesk_issues/.
Practical Example
A HelpDesk user receives an email generated by a HelpDesk email template. The email contains a direct link to the ticket, inserted automatically using a dynamic token:
%ticket_url%— This token generates the correct HelpDesk link.
Example link in the email:
https://yourcompany.easyredmine.com/easy_helpdesk_issues/12345
When the HelpDesk user clicks the link:
- They are redirected to the HelpDesk login page if not logged in.
- After login, they access the assigned ticket.
Tip
Always use the <code>%ticket_url%</code> dynamic token in HelpDesk email templates to ensure correct links for HelpDesk users.
Related Topics and Further Reading
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