Employees may not always know who to contact for assistance, which is exactly where the Help Desk feature comes in. It is a powerful internal ticketing system, allowing designated representatives to respond to and manage employee inquiries. Setting the correct admin permissions for this feature is essential to keeping operations running smoothly.
💡Tip: If you are new to Connecteam, we recommend reading this article to better understand Admin Permissions.
In this article, we'll cover:
How to Set Up Admin Permissions for the Help Desk Feature
To set up admin permissions:
Login to your admin dashboard
Access the Help Desk feature from the left sidebar
Navigate to the Manage Desks tab and access the Permissions at the top of the tab
Here, you can add a new admin and set their permissions or adjust the permissions for an existing admin. When you are done, simply click outside the tab, and the change will come into effect.
Types of Permissions
In the Help Desk feature, there are two types of deep permissions you can set for your admins:
Desk rep: this is the default permission. By granting admin access to the feature, you allow them to be desk representatives so they can reply and handle employee queries.
Add & edit desks: this is an extra level of permission where you grant them more control by giving them access to the Manage desks tab, where they can view, edit, and manage the company's desks.
Below, you can see the difference between an admin having only has the 'Desk rep' permission vs what it looks like when they also have the permission to 'add & edit desks'. If they have both permissions, they can access the Manage desks tab.
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