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Help Desk Feature

edited Nov 22, 2019 10:25AM in CRM 3 comments

Hello,

Is anyone out there using the Help Desk feature?

I am looking into implementing it but so far I have already noticed the below issues that I'm wondering if others have encountered and how they handled it.

1. Privacy - all roles with Case access can see Help Desk cases.  We have our Customer Support, Professional Services and Engineering groups using case tracking already in the system so a majority of our users already have  access to Cases which gives all of them access to any Help Desk case.
      Workaround - script/workflow to show user error when a user other than Help Desk employees try to access a Help Desk case.  This works for looking at a case but doesn't stop a user from pulling a search with all of the fields listed.

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