Admin Pages

Edit User

An Administrator can edit a user on this page (or a user can edit his own profile): change his username, first/last names, email, phone, change his password etc.

You can also enable/disable email notifications for a user, and (if a user is a technician) enable/disable "new ticket" notifications sent to technicians (this also controls "another tech takes a ticket" notification if you have them enabled).

A user can have multiple email addresses assigned to them, it is used for inbound email (not "outbound") to assign an incoming ticket to the correct user-account when an email comes in.

You can mark a user "out of office", which will simply display a small "away" icon in user profile, the user-info popup and in the "agents" drop-down list when someone tries to assign a ticket to the user.

You can also override the system-default language for the user or override the system-default timezone - this way the main ticket grid and the ticket page will display times in user-specific timezone. Other pages (like reporting etc) will still use the system-default timezone.

User Roles

As you know there are three user roles in Jitbit Helpdesk.

  • Regular user creates tickets and expects support, they have access to tickets other than their own
  • Technician a tech support person who helps users with their tickets, they can see all tickets from all users in their permitted categories
  • Administrator can do everything
  • There's also Managers - they can see other people's tickets, but only within the same "company"

An Administrator can edit user's role:

  • To make a user an admin - simply tick the "Is Administrator" checkbox.
  • To make a user a technician - grant the user permission to one or more categories. After that, the user will be able to handle tickets in these categories and will receive notifications about new tickets in his categories.
  • To make a user a manager - simply tick the "Manager" checkbox. "Managers" can view tickets from other users within the same company (companies are assigned to users using this very page).

Avatars

Users can upload their own avatar images, if avatars are enabled in your Helpdesk. The avatar image should be in a form of square - 100x100 pixels and 50Kb max. If users don't upload custom avatar images, Helpdesk will try to obtain the image from Gravatar.com using user's email address. If you are using Windows auth, helpdesk will try to get user avatars from Active Directory.

Welcome Email

A welcome email is sent to a newly created user by default. This email contains their login and password as well as instructions on how to login to your helpdesk. You can customize the welcome email content in Email Settings - "Welcome email template". Uncheck the checkbox if you want to create a user without notifying them.

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