How helpdesk handles registration and authentication?

Registration from support center results in user profile being linked to ‘Registered’ type user group linked to the template group which has been accessed. A ticket submitted or a chat initiated from an unknown email address results in a user profile being created in a similar manner.

A new live chat tag is generated for a template group and an email queue is linked to one. This means that no matter what the source might be, an unknown email address is registered once a request is submitted.

A user placing authentication from a template group is re-directed to another template group if user group (or the user) doesn’t match user group linked to template group, and user group of that user is linked to another template group in the helpdesk.


Local user authentication is not attempted from a template group if login share authentication is enabled for it.