Hopefully easy question. What security is required for the various users (Agent, Member, End User) of the system? Does everyone need to have contribute permissions on the SharePoint site? Can readers still submit tickets?
HelpDesk uses standard SharePoint permissions. Any user that has access to Help Desk site can see everything that allow their permissions.
You can set up access HelpDesk site in Site Settings -> Site Permissions page.
Usually, requesters do not have access to HelpDesk, they submit tickets by email or via HelpDesk Widget.
HelpDesk web widget is an entry point for non-agent users and help desk is a workspace for agents. The widget allows requesters to review their tickets, add comments and attachments.
HelpDesk. You may find more information about the widget here.
That is helpful, thank you. We aren’t sure we will be able to configure incoming email so we had assumed end users would need to visit the site in order to open tickets. We will look into the widget. Thanks.