Deleting a User

Deleting a Group & its logic for tickets assigned 

User can be deleted in Admin menu ---> Team --> Users --> Delete

While deleting a Group kindly make a note of user behavior in a situation where tickets are assigned to the user.

For example:- User Zee Shea has 2 tickets assigned ticket # id 100158 & ticket # id 110298

Now User Zee Shea is deleted 

When user is deleted a  message pops up "All tickets assigned to the user will be unassigned"

Upon confirmation user is deleted.

Now both the tickets assigned to the user Zee Shea becomes unassigned and  is displayed on Update ticket & Display ticket page.

Update ticket page

Editing & Deleting Groups

Group can be edited in Admin menu ---> Team --> Groups --> Edit

For example Accounts group can be edited to Accounts & Tax.

Deleting a Group & its logic for tickets assigned 

While deleting a Group kindly make a note of user behavior in a situation where tickets are assigned to the user.

For example:-  Ticket id # 100201 is assigned to Group Accounts & Tax and assignee is Ed Sauso (ed@gmail.com)

When User deletes the Group "Accounts & Tax" from the Admin Menu than a message is displayed "All tickets assigned to the group will be unassigned"; Upon confirmation group is deleted.

Group is deleted 

Once the Group is deleted than for ticket id # 100201 Group name changes to "All" group & Assignee still remains the same on Update Ticket & Display Ticket as well.

In Order to Reset Password for a particular User navigate to Admin menu --> Users --> Edit the User whose password needs to be reset & change the Reset Password Link value "Yes" fro, the drop down  & click Update.

After this Update User will receive email notification from AzureDesk for password reset link.

When you click on URL to set a new password it navigates to another page & prompts to add a new password & verify it again & click on Set New Password.

The moment you click on Set New Password; User is logged in with the new password & is re-directed to the Search page with the new password.

Display Groups/Users

Display Group/Users as name says helps in displaying the Group & their Users together.

In Admin Menu --> Groups --> When you click on Display Groups/Users than a pop up is displayed with Groups & its Users.

Group name have to be expanded to see the users.

NOTE:- Groups without Users will not be displayed here. For Example: "HR" Group have no user so it is not displayed in Display Groups/Users

Similarly Users without Groups will also will not be displayed here. For Example: Jack Baur (2015jackabc@gmail.com) is not displayed in the Display Groups/U

sers grid

HR Group is displayed on Groups tab but not in the Display Groups/Users grid

Similarly User Jack Baur is displayed on Users tab but not in the Display Groups/Users grid

Creating a Group

Groups allows you to select multiple users & Group them & put them together in a team. For example :- Sales group will have all Sales Agent. All the tickets related to Sales Team will be re-directed to the Sales Group.

Group can be created in Admin menu ---> Team --> Groups

Link/Unlink Group Users

As the name says it helps to Link & Unlink Users from Groups.

On Groups page when you click on Link/Unlink Groups Users than you have Link/Unlink window pop up than you have to select Group Name --> Select Users from All Users tab

Click on Add --> Users gets added in Group Users Column.

Click on Save Changes --> "Changes saved successfully" message is displayed & Users are added to Group Users tab.

Similarly Unlink Users from Groups

Select Group Name --> Select Users from Group Users tab that are to be removed 

Click on Remove ---> Selected User moves to All Users Tab

Click on Save Changes --->  "Changes saved successfully" message is displayed & user is removed from Group Users tab.

Create a New User

New User can be created from Admin  Menu ---> Team --> Users

Click On new User and add the required details, name, Email & Role & by default password reset link (yes) for New user & click Add than User is created.

NOTE:- When new user is created an email notification is received by user with all the account information & password reset link.

Email Notification received by User

Email notifies with the company information &  URL to login into the Azuredesk with Site Address & also password reset link which is used to create the new password for the user to login.

Editing Existing User

Click on Edit & all the changes can be done for the user.

NOTE:- By default password reset link is No for edit user. User can change the value to yes if required to change or reset the password.

Understanding User Roles

There are 2 types of  Users in AzureDesk: Administrator user & Agent User. They both have different permissions to access the account.

NOTE:- The person who signs up for Azuredesk is known as Owner & has Admin rights

1. Admin User : Admins have access to entire Admin Menu & Ticket Management. Admin can add, delete user & customer. Can add articles, can set up JIRA integrations & much more.

2. Agent User : Agent user has access to ticket Management, Support Center, Search Page & Display Ticket page. They cannot access Admin menu

Owner of the Account & Default Support Group

When a person signs up on AzureDesk than email id used for registration becomes By Default the Owner of the Account with Admin rights & also Default Support Group is created and Owner is linked to the Support group.