Is it possible to have a single ServiceDesk Plus – MSP installation for two different departments? Assume both the departments are not related to IT but require a help desk with unique support e-mail address.

Currently ServiceDesk Plus – MSP does not support multiple department help desk. But as a workaround, you can have a single ServiceDesk Plus – MSP installation for two different departments through Group based segmentation.

 
Say you have two departments namely, HR and Admin.

 
Step 1: You have to create dedicated mail box for both the departments with e-mail address for each (hrhelpdesk@abc.com and adminsupport@abc.com ).

 
Step 2: Configure your primary help desk e-mail address (helpdesk@abc.com) under Admin -> Mail Server Settings.

 
Step 3: Setup email forwarding such that any mail sent to hrhelpdesk@abc.com or adminsupport@abc.com is forwarded to your primary help desk e-mail address.

 
Step 4: Add the two departments as Groups under Admin -> Technician Groups. So you have one group by the name HR and the other by the name Admin.

 
Step 5: Configure technicians for each group.

 
Step 6: Configure the Technician Group E-mail Address for group – HR as hrhelpdesk@abc.com and adminsupport@abc.com for group – Admin.

 
Step 7: Configure the Sender’s e-mail address as hrhelpdesk@abc.com and adminsupport@abc.com for the respective groups.

 
Step 8: Now it looks like the two groups – HR and Admin, have separate e-mail address to which users can send e-mails and receive automated acknowledgement.

 
Step 9: Configure Roles (Admin -> Roles) for these technicians and set their view permissions such that they can view only their group requests.

The technicians assigned to a group can view only their group requests. So technicians from group – HR will not be able to view requests from group – Admin and vice versa.

 
Note: Administrators (technician with SDAdmin role) will be able to view requests in all the groups.

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