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Help Desk Settings

Overview​

Help Desk Settings define how support requests enter Manage1to1, how they are routed, and how users interact with support staff. Decisions made in this area directly impact ticket visibility, response workflows, and how support responsibilities are organized across the district.

Before configuring individual options, districts should determine how they want users to submit requests and how support teams will manage incoming tickets.

How the Help Desk Works​

In Manage1to1, all tickets are associated with a Help Desk Department. Departments determine how tickets are created and routed, including whether tickets are accepted through the user portal, email, or both.

The Help Desk can operate using one or more of the following methods:

  • Portal-based ticket submission, where users submit requests directly through Manage1to1
  • Email-based ticket submission, where incoming emails are converted into tickets and routed by department

Departments may be used strictly for internal organization or configured to accept inbound email, depending on district needs.

Configuration Areas​

Help Desk Settings are organized into two tabs, each serving a distinct purpose.

General Tab Controls system-wide Help Desk behavior, including portal availability, ticket reply handling, attachment rules, notifications, and automatic ticket lifecycle options such as auto-close behavior.

Help Desk Departments Tab Defines how tickets are received and routed. Each department can control assignment behavior and optionally accept tickets via email, including mail importing configuration.

For new Help Desk deployments or districts adjusting their workflow, it is recommended to configure settings in the following order:

  1. Create at least one Help Desk Department
  2. Decide whether tickets will be accepted through the portal, email, or both
  3. Configure General Help Desk settings to align with district workflows
  4. Enable and test email-based ticket ingestion if applicable

Establishing departments early ensures that ticket creation and routing behave as expected when additional features are enabled.

Permissions and Considerations​

Access to Help Desk Settings depends on user permissions and district-level feature enablement. Changes made in this area can affect all users and support staff.

Districts are encouraged to document configuration changes and limit access to authorized administrative staff.

note

If your district plans to accept tickets through the portal or email, configure at least one Help Desk Department first. Departments can be created for internal use even if email importing is not enabled.

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