UniFi Identity Enterprise - Helpdesk

UniFi Identity Enterprise allows you to submit support requests and manage tickets through the built-in help desk. The help desk portal allows different user roles to manage and access tickets, check that you have the required ticket management permissions.

Admin Permissions

Different UniFi Identity Enterprise user roles will have the following different levels of ticket management permissions:

  • Owner and Super Admin are allowed to change the ticket status, transfer tickets, and delete all tickets on the All Tickets tab.
  • Site Admin is only allowed to manage tickets that they own. They can change the status of their submitted tickets, transfer and delete these tickets on the Assigned to Me tab, and manage owned tickets in their site's All Tickets tab.
  • Users are allowed to manage tickets they own but are not allowed to delete these tickets. They can change the status of their submitted tickets and transfer these tickets on the Assigned to Me tab.
Role Permissions
Change Status Transfer Ticket Delete Ticket
All Tickets Owned Tickets Tickets on Assigned to Me Tab As a ticket reviewer All Tickets Owned Tickets Tickets on Assigned to Me Tab As a ticket reviewer All tickets Owned Tickets Tickets on Assigned to Me Tab As a ticket reviewer
Owner Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes   Yes
Super Admin Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes   Yes
Site Admin   Yes Yes Yes   Yes Yes Yes   Yes   Yes
User     Yes Yes     Yes Yes       Yes

Manage Ticket Types

Add a Ticket Types

Note: You must be a UniFi Identity Enterprise workspace owner or admin to add ticket types.
  1. Sign in to your Identity Enterprise Portal (https://[your workspace domain].ui.com).

  2. Go to Helpdesk > Settings.
  3. Click Add Ticket Type and specify the following:
    • Select Icon: You can change the ticket icon.
    • Ticket Type: Enter the ticket type name.
    • Status: Set the ticket status to Active or Inactive.
    • Applicable To: Select the sites that the ticket applies to.
    • Who will review this ticket: Select the reviewers of the submitted ticket type.
    • Who will handle this ticket: Specify the group, roles, or users that can handle this ticket.
    • Assigned to only one of the assignees: Enable this option to randomly assign the ticket to a user in the Who will handle this ticket setting. If this option is disabled, the ticket will be assigned to all users in the Who will handle this ticket field.
  4. Click Save.

Manage a Ticket Type

  • You must be a UniFi Identity Enterprise workspace owner or admin to manage ticket types.
  1. Sign in to your Identity Enterprise Portal (https://[your workspace domain].ui.com).

  2. Go to Helpdesk > Settings.
  3. You can perform any of the following actions:
Tasks Actions
Enable or disable ticket type
  1. Select a ticket type.
  2. Go to Status.
  3. Select "Active" or "Inactive".
  4. Click Save.
Deactivate a ticket
  1. Hover your mouse to the far right of a ticket.
  2. Click Deactivate > OK.
Activate a ticket Note that only a deactivated ticket can be activated.
  1. Hover your mouse to the far right of a ticket.
  2. Click Activate > Activate.
Delete a ticket type Note that only a deactivated ticket can be deleted.
  1. Hover your mouse to the far right of a ticket.
  2. Click Delete > Delete.

Disable Helpdesk

Notes:

  • Only workspace owners and super admins can enable or disable the helpdesk.
  • Once disabled, the Helpdesk will be hidden on the Identity Enterprise Portal and Identity Enterprise mobile app from all users, except workspace owners and super admins.
  1. Sign in to your Identity Enterprise Workspace (https://[your workspace domain].ui.com).

  2. Go to Helpdesk > Settings.
  3. Turn off the toggle of "Show Helpdesk".
  4. Click Save.
Was this article helpful?
2 out of 3 found this helpful