Yes. To achieve the configuration you will need to create a series of Roles, Groups and Templates. You will need to group your customers into two different Roles. By doing this you will be able to define sets of different Incident Templates for each role, the templates belonging to one role will not be visible to another role and vice versa.

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How do I create a new incident?

Tip:

Here is an example:

Blue Star Computers Ltd. offers computer hardware support for two different countries. These two countries are located in Europe and in North America. In Europe, we offer support for Printers and Notebooks while in North America we offer support for monitors and Notebooks. Notebook brands are different for each country. We would like to organize a single Help Desk location to be able to support both locations. The teams working on support are different in each region and for each product group. We would also like to have the ability to monitor all groups from our central office. How can we set this up with Polar Help Desk?

To solve this problem, you need to:

1. Create Roles

You will need to group your customers into two different Roles. By doing this you will be able to define sets of different Incident templates for each role, the templates belonging to one role will not be visible to another role and vice versa.

The roles you will need to create are:

· North America Role

· Europe Role

When creating both roles you can copy permission settings from the default Service User role. Once you have created these roles you will need to make your customers from North America members of the North America Role, and users from Europe members of the Europe Role.

2. Create groups

You will need to group your technicians into different groups based on their location and product they support (one technician can be member of multiple groups). This will allow you to have automatic assigning of incidents to correct groups by using incident templates. (e.g. “European Printer Template” will automatically assign to “European Printer Group”).

You should create these groups:

· North America Monitors Group

· North America Notebooks Group

· Europe Printers Group

· Europe Notebooks Group

Once you have created these groups you will need to make your technicians members of correct group(s). If you want to have a support manager to be able to monitor the work made in all groups you will need to make this user(s) a member of all groups you have created.

3. Create Incident Templates

You will need to create one template per each product you support:

· North America Monitors Template

· North America Notebooks Template

· Europe Printers Template

· Europe Notebooks Template

On each Template you will need to select a default Assignee Group. For North America Monitors Template the default group would be North Monitors Printers Group and for Europe Printers Template the default group would be Europe Printers Group. The number of templates is not limited; you can have multiple templates for each region and each product.

4. Create role permissions

Once you have correctly set all elements described in this guide you will just need to connect your user roles with correct templates. Customers from Europe should be able to see only European templates and customers from North America should be able to see only North American templates.