Desktop Central lets you integrate with your helpdesk seamlessly using which, end users can raise requests effortlessly using single sign-on functionality. This integration empowers end users to attach an image or a video, and raise requests using predefined templates. Such a process in place will streamline the overwhelming helpdesk requests for IT technicians. Additionally, learn how to get the " From email address" when the email is sent from the agent tray icon.
In case of integration with ServiceDesk Plus, the tickets are posted directly to SDP and the "To Email Address" will be removed from the settings.
Did you know? Providing a prefix to the subject will help IT helpdesk technicians in automating ticket assignment based on the prefix which in turn will streamline and stabilize the inflow of helpdesk requests.
Raise requests from agent tray icon: When you choose to integrate with your helpdesk, the end users will have an additional menu as "Send Request to Help Desk" in the agent tray that is shown in the system tray of the managed computers. It may be noted that the agent tray settings should have been configured by the administrator to get this working.
Desktop Central has a set of predefined request templates that will be available under Admin > Integrations > Help Desk settings > Tickets. The administrators have an option to modify the subject and messages to cater their requirements. This will help them in automating ticket assignment or channelizing helpdesk requests based on the mail subject. To add or modify a ticket, follow the steps below:
Desktop Central will use the default email address of the user, which is associated with the username from active directory. If no email address is mapped for the user, then the "From email address" will be formed using the "From email domain" that would have been specified by the administrator. Desktop Central will use this Windows network domain name if "From email domain" is not specified. When an email is sent from the agent tray icon, the logged on user's "active directory username" will be prefixed to the network domain name to form the "From email address". You can also choose to allow the users to modify the "From email address", when a mail is sent from the agent tray icon.
Windows domain is "mycompany.com"
Active directory user name is "abc-123"
Email domain is "myemaildomain.com"
When "From email domain is filled, then the sender's email address will be firstname.lastname@example.org
When "From email domain" is not filled, then the sender's email address will be email@example.com
When an email is sent from the agent tray icon, the email domain which is associated with the workgroup will be prefilled, and the logged on username will be prefixed to the domain name to form the "From email address". If this email address cannot be used to send emails, then the user will have the choice to modify the "From email address". It is recommended to enable the settings which allows the users to modify the "From email address".