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User Groups

How to allow ticket sharing among users in a group (Group Access Rights)?

With Groups, you can give users read and write access to tickets of other users in the same group. To allow ticket sharing or to enable Group Access Rights: You must make sure users are associated with the appropriate group. (Tip: You can update user profiles and put them into Groups using a CSV ...

How do I restrict user access to certain queues?

As a default, users can open tickets for any queue. You can also limit ticket creators (users) to submit tickets only for certain queues. To do this, you will have to put that user in a group, and then limit the group's access only to the desired queue. Note, by default, users are not placed in ...

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 -> Use...

Can users search tickets in the user portal?

If you give a user group access, they will be able to use search filters. You are able to set the user up in their own group so they do not see any other tickets submitted by anybody else.

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 gr...

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. Cont...