Our Recommendations for Managing HelpDesk Users

Introduction

This article provides best practices for managing HelpDesk users in Easy8. HelpDesk users are external clients who interact with your team through email or HelpDesk links. Managing them properly helps you provide better service and keep your system secure.

Main Concept

HelpDesk users are not internal employees. They are external people — clients, partners, or requesters — who need limited access to submit and track tickets. Unlike system users, HelpDesk users don’t see full projects or dashboards. They only see their own tickets.

Recommendations

✅ Use HelpDesk users for external clients only

Do not give these users access to internal Easy8 projects.
Their access should be limited to replying to emails or following ticket links.

✅ Create HelpDesk users manually or via LDAP

You can create HelpDesk users directly from the HelpDesk >> HelpDesk Users screen.
LDAP can be used to create them automatically after first login.

✅ Always use dynamic tokens in email templates

Use %ticket_url% so clients always get the correct link.
Never send system URLs like /issues/ID to clients.

✅ Keep roles simple and safe

HelpDesk users should not be able to edit or browse multiple tickets.
Make sure their replies only update their own tickets.
Avoid giving any project-level rights.

⚠ Using the Same Email for Both User Types

If you assign the same email address to both a HelpDesk user and a regular user, the behavior depends on the HelpDesk general settings:

If “Current logged user” is selected:
→ The HelpDesk author will be set to the HelpDesk user account.
If “Mailbox address” is selected:
→ The HelpDesk author field will remain empty.

✅ Track replies and updates

Use filters like “Tickets waiting for reaction” to find tickets where the client replied.
Make sure status transitions (like “Returned by Client”) are correctly configured.

Conclusion

Managing HelpDesk users correctly helps keep your support process clean and client-friendly. Always separate them from internal users, use the right links and templates, and apply simple roles to ensure they only see what they should.