Who uses kDesk and what they can do

«Centro di controllo» → «Gestione utenti»: who uses kDesk, each with their own user type and their own capabilities. Two tabs: «Utenti» and «Tipologie utente».

People are not born here

They are created in Kamzan Account: the account is one for every product. Here you decide who gets into kDesk and with which user type. For a person to see tickets they then need to be put in an area — see Areas — and in an organisation.

The two starting user types

• Amministratore — everything: mailboxes, areas, settings, user management, and sees the tickets of every area.
• Agente — works the tickets of their areas: takes them, replies, annotates, changes status.

More can be created in «Tipologie utente», switching capabilities on and off.

The capabilities, what they correspond to

• «Vista ticket personali» and «Vista su tutte le aree» — what appears in the list.
• «Presa in carico», «Rilascio ticket», «Cambio stato» — the «Assign to me», «Release» buttons and those of the statuses.
• «Risposta al cliente» — the editor at the bottom of the ticket. «Note interne» — the note in the right column.
• «Co-assegnatario», «Invito sul ticket», «Riassegnazione» — who can involve the others.
• «Forza cambio stato», «Eliminazione ticket» — ticket administration.
• «Gestione casella email», «Gestione aree», «Gestione categorie», «Gestione impostazioni» — the Control Centre entries.

If a colleague cannot do something

Almost always the button is not there because the capability is off — or because they are not in the ticket’s area. Look here first, then in «Areas».

Two blocks you will see

• «Non puoi modificare o sospendere il tuo utente» — one’s own account is managed from Kamzan Account.
• «Ultimo amministratore attivo: deve restarne almeno uno» — you cannot be left without one.

Questions this guide answers

• how do I add an agent
• what are user types
• a colleague does not see the reply button
• difference between administrator and agent
• kdesk privileges