Support / Help
The Desk Support section in DeskGate functions as an integrated help desk system designed to manage and track support requests from users in a centralized and structured way. When the Desk feature is activated from the Group List, users are able to send support requests directly to administrators.
This section provides a clear operational view of incoming support activity, ensuring that no request is missed and that support processes remain organized and measurable.
Desk Support displays all incoming support requests together with the message content, request title, current status, and submission date. This structured view allows administrators to quickly assess the nature and urgency of each request.
By consolidating all requests into a single interface, DeskGate simplifies support workflows and improves response efficiency.
Administrators can filter support requests by selecting specific date ranges. This enables focused review of recent requests, historical analysis of past support activity, and performance evaluation over defined periods.
Date-based filtering supports workload planning and helps identify recurring issues or peak support periods.
All Desk Support records can be downloaded using Export Excel. This provides a structured table format suitable for reporting, auditing, and long-term record keeping.
Exported data can be used for management reviews, compliance documentation, and support performance analysis.
Desk Support is designed to serve both internal staff and employees working outside the office. External staff appear in the support list just like internal users when the correct configuration steps are applied.
This unified approach ensures consistent support operations regardless of user location.
To include staff working outside the office, two configuration steps are required. First, a DNS definition or the external public IP address must be defined in the Agent during installation.
Second, in VPN-based structures, only the internal IP address needs to be entered. This ensures seamless integration of external users into the Desk Support workflow.
Desk Support provides a fast and reliable help desk solution for organizations that require immediate response and clear tracking of support activity. Each request becomes a permanent record, making it easy to see which staff members were supported and when.
By combining real-time support visibility with historical records, DeskGate Desk Support strengthens operational efficiency, accountability, and service quality across the organization.