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: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 -> Users. ...
Benefits to Grouping Users
Users can be placed into a "Group". One way to look at this is like a folder. For example, users from the same company can be placed in the same group.Below are some reasons to organize your users into groups.: Reporting: Determine the number of tickets opened by a group, or the agent response ...
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. Contact...
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...