The help desk turns email and the employee portal into tickets. Each ticket shows the requester's equipment, its warranty and their earlier tickets, so whoever works it starts with the whole picture instead of asking for a serial number.

Who is who

• Users are the people who sign in to TekStacks. They work tickets: reply, add notes, assign them and close them.
• Requesters are the people a ticket is for. A requester is usually one of your employees. If your company manages clients, a requester can also be a client's contact. A sender whose address matches no employee or contact is unmatched: the ticket still opens, with a warning, until a user links the sender to the right person.
• A pending ticket is an open ticket nobody is assigned to yet.

Getting the help desk

The help desk is an add-on. Where your plan offers it, an Admin adds it on Billing. See Add-ons.

Once it is on:

• Help desk appears in the sidebar, with the number of pending tickets, for roles that can see tickets.
• Help desk appears under Administration for roles that can manage the help desk. That page holds the help desk's settings and lists.

Permissions

Three permissions control the help desk. Admins can give them to any role on the Roles page.

Permission	What it allows
See tickets	Open the help desk and read tickets. It includes seeing employees and equipment, because a ticket shows both.
Reply, add notes, assign and change tickets	Work tickets. Includes seeing them.
Manage ticket statuses, priorities, categories, the number prefix and the sending address	Open Administration, then Help desk, and change its settings and lists. Includes seeing tickets.

Pages in this section

• Setting up the help desk: the ticket number prefix, replies to closed tickets, attachment retention, who can read the knowledge base, and the statuses, priorities and categories your team picks from.
• Email and forwarding: your help desk address, forwarding a Microsoft 365 or Google Workspace mailbox to it, how replies join their tickets, the mail that is dropped, attachments, and linking an unmatched sender.
• The sending address: sending help desk mail from your own address, the DNS records to add, and checking them.
• Working tickets: All tickets, Pending and Closed, opening a ticket by hand, replies and private notes, assigning, properties, subscribers, the equipment panel, and the Tickets lists on employee and equipment pages.
• Related and merged tickets: relating tickets, and merging a duplicate into another ticket.
• Notifications: what your team and requesters are told by email and in the bell, and unsubscribing from a ticket.
• The employee portal: where employees sign in by an emailed link, open tickets with their equipment and files, and follow and answer their tickets.
• The knowledge base: publishing Documentation pages for your employees, featuring them in the FAQ, and who can read them.