Documentation forWeb Help Desk

Define your techs

Techs are users who resolve Web Help Desk tickets. Permissions specify which tickets a tech can access and what actions the tech can perform.

Tech permissions are determined by:

  • The type of tech account
  • The set of permissions granted to the tech account

Web Help Desk provides two account types for techs:

  • The Admin account type provides unlimited access to all Web Help Desk functionality. All permissions are granted to admins.
  • The Tech account type allows limited access to Web Help Desk functionality based on the tech's permissions.

Use the Techs tab in Setup to assign your techs to specific support areas (such as Locations & Departments and Clients). When completed, Web Help Desk will automatically assign tickets to the appropriate tech based on your selections (such as Tech Group, Locations & Departments, and Assets).