7.2 Enhancements for Help Desk (GetHelp) Release



  • release-notes

Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which includes the ability to change "User Type" from "Service Technician/Service Admin" to "User," as well as added functionality for Service Desk Knowledge Base articles.


Check out our related video -  Release Review 7.2 (13:15) - as you review this topic.

Details and Notes

Release Date: June 19, 2023

Download 7.2 Release Notes

Release Overview

Highlights include:

  • User Management: Change User Type from Service Technician/Service Admin to User
  • Service Desk Knowledge Base Articles

User Management: Change User Type from Service Technician/Service Admin to User

When a "Service Technician" or "Service Admin" changes user roles in Help Desk Management and needs to make the move to "User," the process has been streamlined for the Service Admin to make this change.

How Single Sign On Affects User Type Changes

There are no changes being made to how Help Desk and your SSO provider interact. Below is information on how users are imported into your system and scenarios to change a user.

  • Currently, when your SSO is implemented, there are different ways a user can be set up.
    • Staff members can be imported as either "Users" or "Service Technicians," but not both.
    • Students can be imported as "Users" only.
  • If a user type changes in SSO, it may not change directly in Help Desk for three reasons:
    • The user type is a "Service Admin" or "Technician" who has items assigned to them.
    • The user type is a "Service Admin" or "Technician" who has logged in already.
    • The user type is a "User" who has logged in already.
  • When you encounter one of these scenarios, as an admin you will need to change the user manually in Help Desk. Now, when you manually downgrade a user from a "Service Technician" or "Admin," the system has added streamlined steps to help you make this change.

Change a Service Technician/Service Admin to User

  1. From the "Admin" drop-down, select User Management, All Users.
  2. Once on the "All User" grid, click Edit and change the “User Type” to “User.”


When “User” is selected, a pop up titled “Change User” will appear. This pop-up will allow you as an -"Admin" to view what the "Service Technician/Service Admin" user is assigned to, routing rules in their name, and service groups they are in.


Unassign Tickets

As an "Admin" you can unassign the tickets directly using the Unassign Tickets button. This button will move all tickets that were assigned to unassigned, while not changing the status of the ticket. For example, if the "Service Technician/Service Admin" was assigned to a ticket “In Progress,” the ticket will remain in the status of “In Progress” and now be unassigned.


When the tickets have successfully been unassigned, you will see a success message.


Remove User from Service Groups

Clicking the Remove User from Service Groups button will remove the user from the service group listed.


If the service group has other technicians assigned to it, the user will be successfully removed from the service group and success message will congratulate you!


Note: If the service group does not have other technicians assigned to it, an error message will display on the screen. You will need to go to the "Service Groups" page and add an alternative technician before this technician can be removed.


Unassign & Inactivate Routing Rules

Clicking Unassign & Inactivate Routing Rules will remove the user from the service group listed.


When routing rules have successfully been unassigned and inactivated, you will get a success message and the "Routing Rules" will no longer display for this user.


Nothing will cause an error for the Unassign & Inactivate Routing Rules action. When a routing rule has been moved to "Unassigned & Inactivated," the rule is not deleted; it will persist in your routing rules but be disabled. You can enable it again once you assign to whom it should route.

Export to CSV

View each item affected by changing the "User Type" by clicking the Report icon to export a CSV. When hovering over the report icon, the tooltip will say, “Export to CSV." The file name of the CSV will be the username of the user you are attempting to change.


Once you open the “username.csv” file, the headers for each section will appear in column A.
If the "Service Technician/Service Admin" does not have a header of “Assigned Tickets,” “Service Groups,” or “Routing Rules,” the header will not appear in the CSV.


View and Assign Unassigned Tickets

To see unassigned tickets, navigate to the "All Tickets" grid and filter the Assigned To field for "Unassigned."


Assign tickets in bulk by clicking the checkboxes on the left to select the tickets you want to assign to a service technician. Click the Assign button at the top of the "All Tickets" grid. Choose the Assign to technician from the dropdown and click Confirm.


You can also navigate to unassigned tickets from the dashboard or by clicking Tickets and choosing Unassigned Tickets. Once on the "Unassigned Tickets" page, you can assign individual tickets.


Edit Technicians Assigned to Service Groups

To edit the technicians assigned to service groups, navigate to “User Settings,” then click Service Groups. Find the service group and click Edit. In the "Technicians List" section, add and remove the appropriate "Service Technician/Service Admin" to ensure at least 1 person is listed.


Service Desk Knowledge Base

The "All Articles" grid serves as a centralized hub, where technicians and admins can browse and access the entire collection of "Technician-Only" articles. This centralized view streamlines knowledge discovery and retrieval.

These updates to the "Technician-Only" articles and "All Articles" grid empower technicians and admins with robust collaboration tools and seamless article management capabilities, leading to improved knowledge sharing and streamlined workflows.

All Articles Grid: Create and Access Technician-Only Articles

The "Technician-Only" articles feature facilitates seamless internal collaboration and knowledge sharing among technicians and administrators. This feature enables technicians and admins to create and share articles specifically intended for internal use, without being visible to end users (staff and students). These "Technician-Only" articles serve as a repository of valuable notes and processes, fostering efficient communication within the Service Desk team.

To Create a New Technician Only Article

  1. Click on the Create Article button at the top navigation.
  2. Once the “Create Article” page opens, choose the Technician Only Article checkbox.


By choosing the “Technician Only Article” box, the article will be hidden from end users and only accessible to "Technicians" and "Admins."

When “Technician Only Article” is chosen, the “Hide this article from User Portal” and “Hide this article from Students” will be automatically selected and grayed out; "Students" and "Staff" will not have access to this article.


  • "Technicians" can create articles and save drafts.
  • "Technicians" can edit the articles they create.
  • Only "Admins" can publish articles.
  • Only articles in a status of “Published” can be viewed by technicians and users in the system.
  • Please verify the status of an article is not “Draft Saved” or “Pending Approval” if the article should be found by technicians or users.

Open Knowledge Base Articles from the Service Desk

Technicians and admins can now click on the hyperlinks within the "All Articles" and "My Articles" grids to open the articles in the current tab; you can also right-click the hyperlink and open the article in a new tab. This improvement enables a more immersive reading experience and seamless navigation between articles.

  • To open a Knowledge Base article from the grid, click on the title hyperlink.
  • The title hyperlink will open a new browser tab to display the article.



The article page has different options for the user to select:

  • Back - The Back button opens the "Knowledge Base Article" grid with search results persisting. If no search criteria were entered on the article grid, the Back button will display articles sorted by last edited.
  • Share – This icon share will open a share tray with multiple options for the end user to utilize. See below for further details. Now that each Knowledge Base article has its own page and URL, technicians and admins can all access the article if a link is shared on a ticket. Technicians and admins can now also copy article URLs from the dedicated article pages.
  • Related Articles - The Related Articles button will display articles on the grid with the same category as the article they are viewing.
  • Edit - The Edit button opens the Knowledge Base article for editing. If a technician does not have access to “Create an Article” under user roles, the Edit button will not be present.



  • Please be aware that sharing a “Technician Only Article” through the “Share to Ticket Number” feature will add to a ticket public comment. In an upcoming release, the “Share to Ticket Number” feature will share a “Technician Only Article” to a private comment.


  • If you share a “Technician Only Article” with an end-user ("Staff" or "Student") and they try to access the article URL, they will see a notification that states: “You do not have access to view this article. Please contact your technician.”


  • When editing an already existing article, you will need to "Republish" the article for it to be searchable. To republish an article, follow these steps:
    1. Make your edits or access decisions.
    2. In the drop-down choose Republish to publish your changes


    1. Click Update when you are ready to save.
  • Only Knowledge Base articles in a status of "Published" will be displayed in "Quick Help" and shared to private comments.
  • The preview eye icon has been removed from the Knowledge Base grids and has been replaced with the hyperlink to view articles on the "All Articles" and "My Articles" grids.


    • Below is the new grid layout with the preview icon removed and the article titles hyperlinked.


Previous Releases

The following are release notes for prior releases.

Version Release Date
  7.1 Release Notes April 25, 2023
  6.3 Release Notes March 2, 2023
  6.2 Release Notes June 14, 2022
  6.1 Release Notes March 29, 2022