User Groups
How do I limit a form to a specific user (group)?
As a default, users can access all the forms of the helpdesk. It is possible to show a specific form only to a specific group (of users). Here are the steps:1) First, (if you don't have one already) you'll need to create a group for this user(s). You can do this by going to Admin Settings -> User...
Grouping users into groups
Users can be placed into a "Group". This is like a folder. For example you can group users from the same company into groups (e.g. IBM group). This is useful for: reporting purposes: for example, find out which customer / country / region opens the most tickets? allowing ticket sharing among g...
User Roles
User role hierarchy Let's start with a definition of the word user: User: a person using the help desk. A user could be a contact, ticket requester, a customer or an help desk agent. Contact A contact is a user that creates tickets. They typically are your customers, employees, team members. Co...
How can I allow ticket sharing among users/contacts (Group Access Rights)?
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...