User Groups
How to limit a ticket form to specific users (groups)
By default, all users possess access to all ticket forms available on the HelpCenter page for the creation of new tickets. However, it is possible to restrict the visibility and availability of specific ticket forms to designated user groups only.The following procedure outlines the steps require...
Benefits of adding users to a Group
Users may be assigned to a "Group," which serves as a categorical organization akin to a directory. This facilitates the aggregation of users with shared affiliations, such as employees of the same organization.The following rationale supports the segmentation of users into groups: Reporting: A...
User roles and permissions
User role hierarchy Let's start with the definition of user: User: anyone with a Contact or Staff profile record that can create a ticket on the helpdesk. Contact A contact is a user that creates tickets. They typically will be customers, employees, team members, or the general public. Contacts...
How to share tickets among users/contacts
By using the Group assignment and Group Access Rights, you can give users/contacts read and write access to tickets that are created/submitted by other users assigned to the same group.A User/Contact can only be assigned to one Group at one time, however it is possible to give a User ‘comment’ or...