[Tips & Tricks] HelpDesk Admin

[Tips & Tricks] HelpDesk Admin

Hello folks,

We had quite a lot of users requesting for a role that provides full access to helpdesk management. Thus reduces the workload of SDAdmin.

Upon discussing with many of our users, we have now introduced default "Helpdesk Config role" that allows to perform all request related customizations/operations across ServiceDesk.

A technician associated with this role can perform periodic reviews and amendments of existing process, cascading knowledge update to the team and driving/leading the identification of improvements to helpdesk process without the involvement of SDAdmin.

This role can be assigned to a technician from technician details page. Here is the screenshot how it looks like when a helpdesk admin logs in to ServiceDesk.



P.S: This feature was released in the build 10000. Upgrade ServiceDesk to utilise this feature If you are using any build older than 10000.

Do share your suggestions. Cheers!



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