How HelpDesk Users Work with Tickets

Introduction

This article explains how HelpDesk users work with tickets in Easy8. HelpDesk users are special users who manage their tickets through emails and the HelpDesk portal. Understanding how they work with tickets helps you organise communication with external clients.

Main Concept

HelpDesk users work with tickets differently from standard Easy8 users:

HelpDesk users don't have access to the full Easy8 project environment.
They manage their tickets through:
- Replies to notification emails.
- The HelpDesk portal, which they log in to through the same Easy8 login page as regular users.
- Direct ticket links.
Their actions are limited to communicating on, updating and following their tickets.

Detailed Explanation

Ticket Assignment

Tickets are linked to HelpDesk users based on:

The sender's email address.
Manual linking by administrators or internal users.

The HelpDesk user is set as the ticket's Help Desk Author.

Ticket Updates

HelpDesk users can:

Reply to notification emails to add comments.
Use direct links to view and update tickets in the HelpDesk portal.
View ticket history, if the settings allow it.

Ticket Restrictions

Compared to internal users:

HelpDesk users can't access full project structures or dashboards.
They can't browse all tickets – only the tickets linked to them.
Their actions are limited by the HelpDesk-specific permissions set when the user is created.

Communication Flow

HelpDesk notifies the user by email.
The user replies to the email or clicks the direct ticket link.
The reply or new information is added to the ticket, either from the email or from the HelpDesk portal.
The support team processes the update and continues the communication.

Login and Links

HelpDesk users log in through the standard Easy8 login page, the same one used by regular users – for example, https://yourcompany.easy8.com/login. There is no separate HelpDesk login page.

After logging in, HelpDesk users see their tickets in the HelpDesk portal. They can also open a ticket directly from the link in a HelpDesk email.

Practical Examples

A client receives a notification about a new ticket created from their email.
They reply directly to the email, and their reply is added to the ticket as a new comment.
They click the HelpDesk link in the email to view the ticket details and the support team's answers.

Conclusion

HelpDesk users work with their tickets mainly through emails and the HelpDesk portal. This gives clients a simple way to communicate with you without exposing the full Easy8 system.