The User Classes, similar to Location / Customer, allow each user to be assigned a specific affiliation. Each user is assigned to exactly one User Class. With the User Class of a user, a Default Priority as well as the Default Resource can be defined for newly created tickets. Both values are used when the user creates a new ticket and no priority or resource is selected. User Classes can also be assigned one or more supervisors.

The following properties can be configured:

• Name - The name of the User Class. This must be unique and may be a maximum of 255 characters long.
• Standard priority for tickets - If a user creates a new ticket, is the ticket owner and does not specify a priority, then the ticket will have the Priority set here. The prerequisite is that in the Defaults the option ... set to the priority of the ticket owner's User Class has been selected for the Priority.
• Default resource for tickets - If a user creates a new ticket, is the ticket owner and does not specify a resource, the ticket will have the Resource set here. The ticket is automatically authorized to this resource. The prerequisite is that the category, which is checked first, is either not set or has no Resource set.

Note: A User Class can only be deleted if it is no longer assigned to a user and if it is not the default value for new users. The default value for users is defined in the User Fields.

Note: The User Classes can be used for the Improved Multi-Tenancy. This excludes all other users from the possible selection for new tickets and ticket processing for users and supervisors of a User Class. Users will then only have access to users of the same User Class.

Supervisors can view, comment on and delete the tickets of all users of the User Class as if they were the ticket owner themselves. Possible scenarios are, for example, division managers. They are given an overview of the support volume in their area of responsibility without having to obtain further permissions in the i-net HelpDesk.

User Classes with Supervisors can also be understood as teams with team leaders. However, the clear distinction here is that User Classes cannot be granted independent permissions, but rather represent an organizational structure.

Note: Individual users can be supervisors in multiple User Classes.

Note: Only users with the permission to manage Users and Groups can assign supervisors. The list of available users is on the left-hand side of the interface, and the list of assigned supervisors is on the right-hand side.