DeskPRO -

User Experience

The user experience can make or break your customers opinion of your company. That's why we've spent countless hours making DeskPRO's user experience easy to use and intuitive as possible.

• DeskPRO hides information when it's not needed to. This allows you to provide a reduced clutter interface. For example, a user never sees no-permission pages because those elements are simply hidden if the user can't access them.
• The web interface is very easy to navigate using common UI elements like navigation bars and breadcrumbs. Using recognizable web layout techniques is important for users because they already know how they work -- there is zero learning curve.
• By using the email gateways, you can serve your customers in a way they are already familiar with.
• Using email notifications, your users are always notified when something changes.

User Profile

The user profile contains all of the information about a user. Things like their username, real name and password are kept in their profile.

• Users can associate multiple email addresses with their account and choose which one to send notifications to. Used in conjunction with tickets, each ticket can be set to notify a specific address.
• User login credentials can be taken from any usersource (see customization features). A single user account can be linked with many sources, allowing a user to login using credentials from any of them.
• Using custom user fields, you can request more information from your users like phone numbers, gender, or anything else you can think of.
• Let your users keep notes in their own personal online notebook. Notebook pages can also be linked to tickets, allowing a user to share information like server login details without needing to expose them in an email.
• Users can subscribe to the knowledgebase to receive notifications when there are new or updated articles.

Companies

Companies are a way to group a number of users from a single organization together. This creates a special relationship and allows you to better organize tickets from the company.

• Users can belong to multiple companies.
• Tickets are "owned" by a specific company. This makes finding company tickets very easy, and also allows DeskPRO to provide you with great statistics and reports.
• Not all people in a company are the same. You can distinguish between company users by assigning company roles. At the abstract level, this will allow you to locate and distinguish between different people. But DeskPRO can also use this information for other purposes.
• You can configure the system so that users of the same company can read each others tickets. Optionally, you can assign this ability on a person-to-person basis using company roles.
• Companies can be linked with usergroups. This allows you to combine the features of companies with the permissions-power of usergroups.
• Automatically add users to companies based on email address patterns.
• Create custom company fields to define information about companies like phone numbers or street addresses. Based on company roles, you can grant access for certain people -- like managers -- to edit this information.

Usergroups and Permissions

DeskPRO includes advanced usergroup and permission controls that allow you to fine-tune access to almost everything in the system.

• Create custom usergroups to group users into manageable chunks.
• Use usergroups simply to group users, or use them for access control with permissions.
• Users can belong to multiple usergroups and permissions are consolidated.
• DeskPRO offers two types of permissions: Application-level permissions control access to major parts of the system like the ticket system or the knowledgebase system as a whole. Object-level permissions control access to specific things in the system, like specific ticket categories or specific custom fields.
• Almost everything in the system can be tuned using permissions including ticket categories and priorities, knowledgebase categories, custom fields and email gateway addresses.