Help Desk
The Help Desk feature enables you to manage internal cases that are both submitted and answered by employees.
To enable the Help Desk feature, go to Setup > Company > Setup Tasks > Enable Features > CRM. Click the CRM subtab, and then under the Support section, check the Help Desk box.
When you enable this feature, the following is added to your account:
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A Help Desk check box is added to case records.
This box designates the case as internal. When this box is checked, help desk employees can search for or assign rules and territories based on cases. For information, see Creating Case Rules.
Cases designated as Help Desk are not included in case reports.
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Help desk cases are added to the Employee Center.
Employees with no access to case records should log in to the Employee Center. They must click NEW next to See Support Cases under the Help Desk heading. They can also edit previous help desk cases and view updates on cases.
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A Standard Help Desk Form is available for customization at Customization > Forms > Entry Forms.
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This is the form used by employees entering help desk cases in the Employee Center.
