How to Set Up and Manage HelpDesk Users

Introduction

This guide will show you how to set up and manage HelpDesk users in Easy8. HelpDesk users are special types of users created for client communication through HelpDesk emails and HelpDesk-specific access. By following these steps, you’ll create and manage HelpDesk users correctly for smooth support operations.

Target Audience

Administrator

Prerequisites

Before starting, ensure you have:

• Administrator access to Easy8.
• HelpDesk module enabled.

How to Set Up and Manage HelpDesk Users

Step 1: Open HelpDesk Users Management

1. Go to Global menu >> HelpDesk >> HelpDesk Users.
2. You will see a list of existing HelpDesk users and client companies.

Step 2: Create a New HelpDesk User

1. Click New HelpDesk User.
2. Fill in the required fields:
   • Name (First name and Last name)
   • Email (Email address for ticket communication)
3. Set additional options:
   • Assign the user to a Client Company (optional).
   • Choose HelpDesk permissions (basic HelpDesk roles if available).

Step 3: Understand HelpDesk User Properties

• HelpDesk users are private users in the system.
• They do not have access to standard Easy8 projects.
• They access HelpDesk through:
  • A separate HelpDesk login page:
    Example: https://yourcompany.easyredmine.com/helpdesk/login
  • Ticket list page:
    Example: https://yourcompany.easyredmine.com/helpdesk/tickets
  • Direct link to a specific HelpDesk ticket:
    Example: https://yourcompany.easyredmine.com/easy_helpdesk_issues/12345
• HelpDesk users communicate via email and interact with tickets through HelpDesk-specific links only.

Step 4: Create and Manage Client Companies

1. In the HelpDesk Users page, you can manage Client Companies.
2. Create companies to group multiple HelpDesk users from the same organization.
3. Client companies help manage user grouping, access, and ticket ownership.

Step 5: Provide HelpDesk Access to Users

• Each HelpDesk user receives access through:
  • The special HelpDesk login link.
  • Ticket-specific links included in email notifications.

Our Recommendations

• Create HelpDesk users for every external contact who uses email-based support.
• Use Client Companies to organize HelpDesk users efficiently.
• Assign clear HelpDesk roles to control what users can see and do.
• Keep HelpDesk users separate from internal users for better management and security.

Troubleshooting

Conclusion

You have successfully set up and managed HelpDesk users in Easy8. By setting up HelpDesk users separately, you provide external contacts secure and simple access to their support tickets without exposing the full Easy8 environment.

Related Topics and Further Reading

• Connect a Mailbox to Easy8 HelpDesk (Tutorial)
• HelpDesk Ticket Lifecycle and Communication Flow (Explanation)
• How HelpDesk Evaluates Incoming Emails (Reference)

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