Create a User

User Management in Help Desk allows Service Admins to add, edit, and manage users, roles, and service group assignments. Proper user setup ensures that technicians, administrators, and end users have the correct access to tickets, sites, and system features based on their role and responsibilities.

Add or Edit Users Manually

Service Admins can manually add or update user accounts in Help Desk. When users are created or updated, the following behaviors apply:

• A welcome email is sent to the user with a temporary password and instructions to set a new password.
• A valid email address is required. Administrators do not set passwords manually.
• Service groups can be assigned to administrative and technician users during setup.

Reset Password

Service Admins can reset a user’s password when needed.

• A password reset email is automatically sent to the user with a temporary password and instructions to update it.

Create a User

1. Navigation:
2. Admin
3. User Management
4. All Users

Follow these steps to create a new user in Help Desk:

1. Click the dropdown menu in the upper-right corner of the dashboard.
2. Select User Management, then choose All Users.
3. Click Add User above the users grid and complete the required fields.

User Fields and Definitions

Basic User Information

• Username: Required. Must be unique
• First Name: Required
• Middle Name: Optional
• Last Name: Required
• E-Mail: Required. Must be unique and valid
• Phone Number: Optional

User Type

The User Type determines access level and functionality within Help Desk:

• User: Submits tickets for their own issues through the User Portal
• Service Technician: Submits and manages tickets for themselves and others, is assigned tickets, may create knowledge base articles, and run reports. Access can be limited by site or problem type.
• Service Admin: Configures Help Desk settings, manages users and workflows, and has full administrative access

Role

The Role controls permissions and access within the system:

• Default User Role: Access to the User Portal to submit tickets
• Default Service Technician Role: Access to the Technician Dashboard and ticket management tools. Roles can be customized in User Management > Roles.
• Default Service Admin Role: Full access to the Admin Dashboard and system configuration settings

Sites (Service Technician Only)

The Sites field determines which tickets a Service Technician can view and manage.

• When Service Technician is selected, a list of sites becomes available.
• Technicians must be assigned to one or more sites to access tickets.

To assign a technician to a site:

1. Select one or more sites from Unassigned Sites (use Ctrl + click to select multiple).
2. Click the arrow to move the selected sites to Assigned Sites.
3. Click Save.