The i-net HelpDesk can be used not only for internal or external support, but also for other scenarios, e.g. Research & Development, Sales & Marketing, Facility Management, Workshop Management, Suggestion Management, Quality Management and so on.

The question is whether a single i-net HelpDesk instance makes sense for several areas of application, or whether it is better to separate them completely, i.e. to work with independent i-net HelpDesk servers and databases that can also run on shared hardware. Experience has shown that a separation makes sense if terms, processes and working methods are clearly different - and above all if data protection is in favor of it. The keyword here is multi-client capability.

The i-net HelpDesk offers some functions that go in this direction, but strictly speaking, it is not multi-client capable. This would mean that all settings, views, settings etc. can be created separately for each client.

What can be clearly separated in a single i-net HelpDesk instance?

• The access or view of tickets, so that the second area has nothing to do with the other tickets, for example.
• The layout of the screens, as it can be individual for each user anyway.
• The visibility of user or customer names when creating a new ticket - the second area would then only see the relevant user or customer names.
• The availability of entries in the knowledge base depending on the customer attribute.
• A separate mail account could also be created for each application area, including automatic dispatch of all tickets to, e.g. the sales account directly to the "Sales" resource or similar.

What can not be separated?

• The filling of lists and drop-down menus such as category, priority, ITIL, classification etc. It is therefore currently not possible, for example, for the second area to select only from its categories.
• The option to select resources. The second area could therefore theoretically also forward tickets to employees or groups that have nothing to do with it. This only applies to forwarding; picking up from external resources is not possible.
• The administration of users, roles and rights in the User Manager. You can either see everything there or nothing, depending on your permission.
• The view or selection option within the inventory.

As you can see, there are certain possibilities, but also clear limits. With the range of functions offered by the i-net HelpDesk, 100% multi-client capability is extremely complex and basically contradicts the desired pragmatism of our solution.

In any case, we recommend that several areas do not make compromises in a single system, e.g. by finding the lowest common denominator for terms. In the end, both areas are dissatisfied and no one is helped.

The normal licensing applies to one i-net HelpDesk server and the associated database. Many of our customers therefore have several licenses or several instances in use. If an additional instance regularly has the same user base, we can offer you a subsequent license for this instance with a reduction of the list price. Please contact helpdesk@inetsoftware for more information on licensing options.