How to Set Up and Manage HelpDesk Users

Introduction

This guide shows you how to set up and manage HelpDesk users in Easy8. HelpDesk users are a special type of user for your clients. They can create tickets, follow them and communicate with your support team, without access to the rest of Easy8.

Target Audience

Administrator

Prerequisites

Before you start, make sure you have:

• Administrator access to Easy8.
• The HelpDesk module enabled and at least one HelpDesk project set up.

How to Set Up and Manage HelpDesk Users

Step 1: Open HelpDesk user management

1. Go to Administration » Help Desk.
2. In the sidebar, click Help desk users.
3. You see a list of existing HelpDesk users with their name, Email = Login and language.

Step 2: Create a workspace

Every HelpDesk user must belong to a workspace. A workspace defines which projects and task types the HelpDesk users in it can use, and which dashboard they see.

1. In the sidebar, click New help desk workspace.
2. Fill in:
   • Name
   • Projects – the HelpDesk projects the users can create tickets in.
   • Task types – the task types the users can use.
   • Dashboard template – the dashboard the users see after logging in.
   • Description (optional)
3. Click Save.

If you already have a suitable workspace, skip this step.

Step 3: Create a HelpDesk user

1. In the sidebar, click New help desk user.
2. In Information, fill in:
   • First name and Last name
   • Workspace
   • Email = Login – the user logs in with this email address, and HelpDesk uses it to pair the user's emails with tickets.
   • Language
3. In Additional permissions, select the options you need:
   • View all tasks – the user can view tickets in their projects created by other HelpDesk users.
   • Manage all tasks – the user can edit tickets in their projects created by other HelpDesk users.
4. In Authentication, either enter a Password and Password confirmation, or select Generate password token to let the user set their own password. Generating a token only works if password reset is allowed in your settings.
5. Click Save.

Warning: Use View all tasks and Manage all tasks only when a project serves a single client. Otherwise, one client could see or edit another client's tickets.

Step 4: Set up how HelpDesk users log in

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

To manage authentication, click Authentication modes in the sidebar:

• Two-factor authentication for help desk users – choose Disabled, Optional or Required for all help desk users. If you choose Required, users must set up two-factor authentication at their next login. If you choose Disabled, all existing pairings are removed.
• New authentication mode – connect an LDAP server so HelpDesk users can log in with their LDAP credentials. With On-the-fly user creation enabled, a HelpDesk user is created automatically at their first login.

Step 5: Link existing tickets to a HelpDesk user

Tickets are linked to a HelpDesk user through the Help Desk Author field. New tickets get it automatically when the user creates them in the portal or sends an email from their login address. To link existing tickets:

1. In the sidebar, click Populate ticket authors.
2. Set a filter for the tickets you want to update. If you don't filter by status, only open tickets are updated.
3. Select the HelpDesk user who should see these tickets and confirm.

Warning: The HelpDesk user will see all tickets from the filter, including their content. If a ticket already has a Help Desk Author, it is replaced.

HelpDesk User Properties

• HelpDesk users don't have access to standard Easy8 projects, dashboards or other modules.
• They work with tickets in the HelpDesk portal, through links in HelpDesk emails, or by replying to emails.
• HelpDesk users don't consume Easy8 licences and are managed separately from internal users.

Our Recommendations

• Create a HelpDesk user for every external contact who needs to follow their tickets online.
• Use workspaces to group HelpDesk users with the same projects and task types.
• Grant View all tasks and Manage all tasks only where a project serves a single client.
• Don't give the same client both a HelpDesk user and an internal user account.

Troubleshooting

Problem	Solution
The HelpDesk user can't create tickets	Check that the user's workspace contains the right projects and task types.
The HelpDesk user doesn't see their tickets	Check that the user is set as the ticket's Help Desk Author. For older tickets, use Populate ticket authors.
The HelpDesk user can't log in	Check the Email = Login address and password, or send a password token. If two-factor authentication is required, the user must complete its setup.
The client was created as an internal user by mistake	Create the client as a HelpDesk user in Help desk users, not in Administration » Users.

Conclusion

You have set up HelpDesk users in Easy8. With workspaces and HelpDesk users, your clients get simple, secure access to their tickets without access to the rest of Easy8.

Related Topics and Further Reading

• How HelpDesk Users Work with Tickets (Explanation)
• Connect a Mailbox to Easy8 HelpDesk (Tutorial)
• HelpDesk Ticket Lifecycle and Communication Flow (Explanation)