Understanding user groups
Helpdesk allows core segregation of your user base on the basis of the user group to which a user profile is linked.
Permission set in terms of content visibility (except for ticket sharing) is done on the basis of the user group to which a user profile is linked.
User groups are of two types – ‘Registered’ and ‘Guest’. ‘Guest’ type user groups allow you to segregate content visibility for visitors, that is, users who haven’t logged in. ‘Registered’ type controls visibility for logged in user. Each template group is linked to one of each.
You can add and manage user groups in helpdesk from Admin interface > Users.