Administration Overview

Administration covers the configuration and governance required to operate the Helpdesk safely and consistently.

Administrative areas

Depending on the enabled features, administrators may manage:

• users and agents
• teams
• roles and permissions
• channels
• SLA plans
• automation
• assignment rules
• customization
• Knowledge Base settings
• integrations
• other system configuration

Administrative responsibility

Configuration changes can affect many users and records.

Administrative access should therefore be restricted to authorized users.

Operational governance

Important settings should have a clear owner and documented purpose.

Change control

Significant changes should be tested before production use.

Security

Administrators must consider both functionality and access-control implications.

Good practices

Use individual administrator accounts, apply least privilege, review important settings regularly, and avoid making multiple unrelated production changes at the same time.