Managing requesters and linking them to customers (Help Desk)

Managing requesters and linking them to customers (Help Desk)

Who's asking for help

A requester is a person or contact who can submit support tickets — usually someone at one of your customers. Keeping requesters tidy means tickets are tied to the right person, you can see everything they've ever asked, and you can give them portal access when it helps. You'll find them under Help Desk → Requesters.

Add a requester

  1. Go to Help Desk → Requesters and click New requester.
  2. Enter their Name, an optional Language (so replies match their language), and a Work email.
  3. Click Create. New requesters also appear automatically when someone emails your support inbox for the first time.

The list shows each requester's email, phone, customer, whether they're Active, and a Portal badge if they have portal access.

Link a requester to a customer

Open a requester and use the Customer Links tab to connect them to one or more of your customers:

  1. Click the new-row button and enter the Customer and Customer ID.
  2. Tick Set as primary if this is their main customer.
  3. To change later, use the row's Set primary or Delete action.

The Tickets tab on the same page lists every ticket that requester has raised.

Give portal access

From a requester's Actions menu, choose Invite to portal to email them an invitation to your self-service portal, where they can track their tickets. If access is no longer needed, use Revoke portal access.

Editing and privacy

Use Edit to update a requester's name or language. To remove someone's personal details — for a privacy request, for example — use Anonymise from the Actions menu. Note: anonymising clears identifying information and can't be undone, so use it deliberately.

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