Help Desk - Consumer Users

 

Consumer users are the external users that will be opening issues in the help desk and task management system but are not staff that will be assigned to issues and tasks in order to provide a resolution.  These users are generally users that are asking for help or assistance.  There is no charge for consumer user accounts and each instance of tiHelpdesk can have unlimited consumer users. Consumer users have different privileges than Staff and Agents. Consumer users can only see their issues or tasks.  When Consumer users have been assigned to a company or division and the "Show all company's tasks" option has been checked on the Consumer User Details, the selected user can see all issues or tasks for the Company or division. Consumer Users are not the users that are providing the help or assistance.   Staff and Agents are users who will be providing assistance to other Staff members and Agents and Consumer Users. Agents and Staff members members may also open issues or tasks, however their primary role in the help desk is to provide assistance to other users and to resolve other users issues or tasks.

 

 

Consumer users may be users form within the company or organization subscribing to the help desk.  They may also be from external companies, organization , or general users not associated with any company or organization.  These external users are entities that have one or more issues that they need have resolved by you. Because theses users will not be  will not be assigned  to or resolving tasks they are referred to as Consumer users   because they will be consuming support services.  This allows a wide variation of implementation scenarios for the customer service help desk and task management platform.  See tiHelpdesk Basics for more information on how tiHelpdesk can be used in any company or organization.