Usergroups
As your helpdesk grows, you will find the need to somehow group users into bunches to better manage them.
Sometimes it's as simple as only allowing premium content to some of your top customers, and other times
you might just want a way to find users easier.
In DeskPRO we allow the creation of custom usergroups. Using the usergroup features, you can define
specific permission setups or just group users together into manageable bunches.
Permissions
When a user belongs
to a usergroup, they gain all of the permissions the usergroup has. We currently have
permissions to control:
-
Knowledgebase:
- Control global access to the knowledgebase and all its features
- Who can submit articles
- Who can subscribe to articles
- Who can submit comments to articles
- Who can rate articles
- Who can use the downloads system
-
Troubleshooters:
- Who can use the troubleshooters
- Who can rate the troubleshooters
-
Tickets:
- Who can use the ticket system
- Who can submit new tickets from the web interface
- Who can submit new tickets via email
- Who can re-open closed tickets
- Who can rate tickets
Using these permissions you can grant or deny access to any part of the helpdesk. For example,
a popular scheme is to only allow non-customers to submit tickets and only allow real customers
access to most valuable content: knowledgebase articles, downloads and troubleshooters.
Access Control
In addition to these generic per-usergroup permissions, you can set usergroup-access to various other
items in DeskPRO:
- Knowledgebase categories
- Troubleshooters
- Download categories
- Ticket categories and priorities
- Custom field permissions like who can see or who can edit
Using access controls will allow you to build different "levels" of users. For example, if you have a priority
support system for enterprise users you might want to have a special Priority that is only available
to users of a "Priority Support" usergroup. Or perhaps you have different types of users like "Customers"
and "Resellers". Some ticket categories that are meant for Resellers shouldn't be accessible by normal Customers.
As you can see, any scenario you can imagine can be successfully controlled in an elegant way.
Screenshots
Listing Usergroups
Editing a Usergroup
Editing a Usergroup's Permissions
Quickly defining which categories a usergroup can use
Defining which usergroups can access a specific category
Defining which usergroups have which permission for a custom field
Tech viewing a user who belongs to a usergroup
| 
