New Help Desk User Settings Options

Introduction

This reference explains all available options on the Help Desk User Settings screen, accessed via Administration > Help Desk Settings > Help Desk Users by clicking the New User button or editing an existing user. These settings control user identity, project association, permissions, and access credentials.

Target Audience

Administrator

Definition of Help Desk User Settings

Information

Field	Description
First name*	The user's first name. This field is required.
Last name*	The user's last name. This field is required.
Email = Login*	Email address used as the login username. This is a required field.
Help desk project*	Specifies the Help Desk project the user is associated with. Each user is linked to one project only. This field is required.
Language	Selects the language for the user’s interface and email notifications.

Additional Permissions

Option	Description
View all tasks	Allows the user to view all tickets in the assigned Help Desk project, including tickets created by other Help Desk users. Important: This should only be enabled when there is one customer per project to avoid exposing unrelated tickets.
Manage all tasks	Allows the user to edit any tickets within the assigned project, not just their own. Important: Like "View all tasks", this is intended for single-customer projects to prevent accidental access to other clients’ data.

Authentication

Option	Description
Password	Set the user's password manually. Must be at least 4 characters long.
Confirmation	Confirm the password entered above. Both fields must match to apply.
Generate password token	Sends a token to the user allowing them to create their own password. Useful for secure onboarding without manual credential handling.

Usage Notes

Only one Help Desk project can be assigned per user account.
“View all” and “Manage all” tasks should be used with caution. Do not enable if multiple customers share the same Help Desk project.
Password tokens are the recommended method for creating accounts securely.

Examples

Creating a Help Desk user for "Client A" and linking them to the "Client A Support Project".
Enabling “View all tasks” for a company contact managing multiple tickets under their project.