Support

Active Directory Integration with Help Desk Premier

Active Directory – Help Desk Premier Integration   Active Directory Integration Introduction Help Desk Premier seamlessly integrates with your Active Directory environment to synchronize the users between the two systems based on simple and flexible rules. The rules designate which AD users, based on their group or OU, have access to Help Desk Premier, and […]

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People Setup

While assigning permissions to users, it’s important to understand the difference between a Group and a Role. Groups are simply a logical way to group Technicians. These Groups are used to assign users to particular ‘teams’ for the purposes of auto-assigning tickets. Roles control access privileges and security. People Navigate to Administration ? Users ? People. Click on […]

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Technician Groups

Groups Groups allow you to assign Technicians (including Team Leaders) to a logical group. This is purely for the management of support requests. You may wish to group your Technicians by team, location, product, floor, timezone and so on. Access this screen via Tools ? Users ? Groups.  To change the members within a Group, click on the name […]

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Departments

Departments In Help Desk Premier, Departments are sub-categories of Organizations. Use a Department to classify users into products, physical locations or teams to work on functions such as Marketing, Sales, Support, Human Resources, Accounts and so on. Each Department can be allocated a Department Head. Managing Departments View the list of Organizations, or create a […]

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Organizations

Organizations In Help Desk Premier, an Organization is a collection of Technicians, Requesters and Administrators. Use Organizations to manage your workflow, organize your users and place users into logical groups. You can create Custom Fields for Organizations to track data in a way that makes sense for each one. Each user can only be added […]

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