Hi-desk Settings
Hi-Desk provides a comprehensive suite of settings to allow businesses to fine-tune their help desk operations, ensuring that each user has the appropriate level of access while maintaining flexibility in how the system operates.
These settings cover everything from general system configurations to module-specific settings, user access, and permissions. Administrators can tailor the system to fit the needs of different departments, teams, and roles within the organization.
Key Areas of Hi-Desk Settings
General Settings
General settings are the foundation of Hi-Desk, providing crucial system-wide preferences that influence the look, feel, and behavior of the platform.
System Preferences
Set default time zones, currency, language, and regional settings that suit your organization's needs.
Branding
Customize the platform with company logos, colors, and themes for corporate branding consistency.
Notification Settings
Control notification types and manage triggers for key events like ticket updates and system alerts.
Module Settings
Hi-Desk allows businesses to customize settings for specific modules, ensuring that each function aligns with organizational workflows.
Module Activation
Enable or disable core modules like Tickets, Projects, Tasks, Contacts, and Chat.
Module Configuration
Modify settings within each module to suit your workflow needs and customize routing rules.
Integrations
Manage third-party integrations like CRM, email, and social media platforms.
Project Settings
Projects are an integral part of Hi-Desk, and project settings allow users to configure workflows, deadlines, and resource management for each project.
Project Templates
Create templates for common project types to reduce repetitive setup tasks and ensure consistency.
Milestones
Define key project milestones and deadlines to track progress and ensure timely delivery.
Resource Management
Allocate resources and assign team members based on availability and skillset requirements.
Task Settings
Task management is a critical part of Hi-Desk, and task settings ensure that tasks are handled efficiently and with proper tracking.
Task Categories
Define and categorize tasks, including bug fixes, feature requests, and maintenance activities.
Priority Levels
Set priority levels and associate them with Service Level Agreements for timely resolution.
Dependencies
Configure task dependencies to manage workflows that require sequential task completion.
Contact Settings
Organizing contacts properly helps Hi-Desk manage communication with customers, vendors, and internal teams effectively.
Contact Types
Classify contacts into categories such as Customer, Vendor, and Internal Team for easy management.
Custom Data Fields
Customize fields for contact information based on specific business and industry requirements.
Bulk Import/Export
Support for importing and exporting contact data, making integration with other systems seamless.
User Settings
User management settings are essential for creating a role-based structure that helps control access to the platform's features.
Role Management
Assign predefined roles or create custom roles to suit specific organizational needs and functions.
User Access
Define what each role can access, ensuring users only see and modify relevant data.
Authentication Options
Implement authentication methods including SSO, MFA, and basic login settings for security.
Chat Settings
With Hi-Desk's chat functionality, businesses can engage with customers in real-time across multiple channels.
Chat Channels
Configure different chat channels including Web Chat, SMS, Email, and Social Media platforms.
Chat Routing
Define rules for how chats are routed to agents based on availability, skillset, and department.
Bot Integration
Set up automated bots to handle initial inquiries, reducing workload on human agents.
Entity Section Settings
This section helps define and manage the core organizational entities within Hi-Desk for proper structure and permissions.
Organization Setup
Create and manage organizational structure including departments, teams, and business units.
Designation and Role Setup
Establish job titles and roles that align with your company's organizational hierarchy.
Hierarchical Permissions
Define who can access and modify data based on their role and department within the organization.
Invoice-Based Settings
Hi-Desk also integrates with invoicing features for companies offering paid services with flexible billing options.
Billing Models
Choose from billing models such as Hourly, Fixed Price, and Subscription-based pricing.
Tax Configuration
Set up tax rates and apply them based on customer location or product type requirements.
Payment Terms
Establish standard payment terms including due dates and automated payment reminders.
Role-Based Access & Permissions Management
The Role-Based Access Control (RBAC) system in Hi-Desk ensures that every user is granted the appropriate access based on their role. This system is essential for controlling who can view, edit, and manage data across various modules.
Default Roles
Admin
Full access to all features and settings for system configuration and user management.
Employee
Restricted access to view and modify only relevant department or team information.
Manager
Intermediate access to oversee teams and assign tasks without system modification rights.
Custom Roles
Administrators can create custom roles tailored to specific job functions and access requirements.
Support Role: Ticket management and customer chat access only
Project Manager: Project and task management without financial access
Permissions Settings
Full Access
View, edit, delete, and configure modules with complete control.
Restricted Access
Limited to specific actions like viewing tickets without editing capabilities.
No Access
Cannot view or interact with the module entirely.