ManageEngine Desktop Central :: Admin Guide

ManageEngine Desktop Central :: Help Documentation
Configuring Help Desk Integration
Desktop Central provides an option to integrate with Help Desk. With this, users will be
able to send their help desk queries and requirements so that they are attended by help
desk professionals.
Steps to Integrate with Help Desk
1. Click the Admin tab to invoke the Admin page.
2. Click the Help Desk Settings link available under Global Settings.
3. The Help Desk Settings tab is selected by default.
4. Specify the Email addresses of the help desk professionals.
5. If you have not already configured the Mail Server Settings, specify the details
here.
6. Click OK to save the changes.
When you integrate with Help Desk, the users will have an additional menu as "Send
Help Desk Requests" in the Agent icon that is shown in the system tray of the managed
computers. It may be noted that the Agent Tray icon should have been configured to be
shown to get this working.
Customizing the Ticket Subjects and Messages
Desktop Central has a set of pre-defined request templates that will be available under
the Tickets tab. The administrators has an option to modify the subject and messages to
suit their need. This helps them to automate the Help Desk Ticketing system based on
the mail subject. To add or modify a ticket, follow the steps below:
1. Click the Admin tab to invoke the Admin page.
2. Click the Help Desk Settings link available under Global Settings.
3. Select the Tickets tab. This will list all the pre-defined ticket templates.
4. Click Add Ticket to add a new template or select a template and click Edit to
modify.
5. Specify the Subject and the Message and click OK
The templates specified here will appear in the users' desktop when they click the
Desktop Central icon from the system tray.
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