During the setup of a service desk, one aspect to consider is the access level of it, that is who can access it and create requests. Depending on who your service team's customers are, you can open your service desk up to everyone or restrict it to a specific list of customers.
For example, an IT service desk is usually open to all the employees in an organization and everyone can access it and create requests. This is the open service desk scenario. In comparison, for a service desk that handles contractors' leave requests, you might want to make it only available to your contractors so that the rest of your staff do not get confused about where to put in leave requests. Service desks like this one are restricted service desks and only certain users can create requests.
All customers must have a user account to be able to submit requests. In the case of open service desks, one option is to enable signup so that new customers can create an account for themselves on the Customer Portal. For more information, see Managing customers.
service desk 에 접근 열거나 제한하기
- In your service desk, go to the People tab and choose Customers.
- On the right-hand side of the page, click the lock button.
- Select the setting for your service desk as needed.
- For restricted service desks, add your customers to your customer list so that they can create requests successfully.
To do this, use the Invite customers button on the Customers page.