Accessing Help Desk

Users can have either read or read/write permission to help desk. If the user has read access, then only access to the tickets in which either they created or are listed as an impacted user. Also, a ticket can be created with read permission. If the user has read/write access, then they have access to all tickets, including updating any ticket. We encourage using groups to better manage users and their permissions for Help Desk. We have created a
default group, Help Desk Agents, to help with this.

If you wish to not allow your staff to access the Genuity system to create tickets, then you can leverage either the Open Ticket Portal or the Help Desk Email. Both are available to create tickets without access to Genuity.

Permissions can be managed either via groups or individual staff in the company section.