Managing Users, Agents, and Access

User, agent, and access administration ensures that people can use the Helpdesk according to their responsibilities.

User lifecycle

Access management should cover:

• onboarding
• role assignment
• team membership
• permission changes
• temporary responsibility changes
• deactivation
• offboarding

Add access

Grant only the permissions needed for the person's role.

Change access

Review permissions when responsibilities change instead of simply adding new access to the old configuration.

Remove access

Deactivate accounts promptly when access is no longer required.

Reassign active work before removing operational users.

Auditability

Use individual accounts rather than shared credentials.

Good practices

Perform periodic access reviews. Compare active users, roles, and team memberships with current organizational responsibilities so outdated access does not remain indefinitely.