User roles in HelpDesk

Everyone entering HelpDesk to search for answers, create tickets, or work with tickets must log-in to the program. Each user logs in as one of six user roles available in HelpDesk. The access rights for each role are decided by settings made by the administrator.

Three of these user roles are external roles, and are thus available to the customers receiving support, and three are internal roles, available to the support staff who handle tickets and administrate the system.

EXTERNAL ROLES

Organization administrator

The organization administrator is the person who has an overview of the whole organization’s tickets and who has access to the administration of the organization’s internal information. The organization administrator can also register tickets.

Organization user

This person has an identifiable username and a password and may be a customer or other user who is allowed to register tickets in HelpDesk. The organization user can also search the FAQ for answers.

Anonymous user

Anonymous users are able to search the FAQ and register new tickets. However, if an anonymous user wishes to register a ticket, they must enter their contact information in order to enable support staff to respond to their ticket as well as for invoicing.

INTERNAL ROLES

Administrator

The administrator is the person who administrates all the information and access rights for all other users. The administrator creates objects, adds and removes questions and standard responses in ticket forms, creates priorities and configures e-mail settings. It is the administrator who adds new users and determines the user roles and access rights relating to the creation, editing and viewing of information in HelpDesk.

Some of the Administrator's Responsibilities:

• Adding users, objects and organisations
• Creating a ticket form for each supported object
• Creating questions for the ticket form
• Deciding when and to whom reminders should be sent
• Formulating suitable standard responses
• Adjusting texts and terms used in the program to suit the organization's own way of working
• Tailoring a priority system
• Generating reports and statistics on ticket handling
• Configuring e-mail settings

Ticket operator

This is a user within the support organization who receives, handles and delegates incoming tickets in HelpDesk. Ticket operators have access to all the ticket-related information that is saved in the database.

Telephone operator

The telephone operator is a person within the support organization who receives tickets via phone/fax/e-mail and then registers them in HelpDesk. The telephone operator has the right to view all tickets, and can therefore inform customers about the status of a ticket, or help them search for a solution.