Help Desk is an automated system for tracking tickets, or written requests, to support/helpdesk team of a service provider from provider's users.
Plesk provides a Help Desk solution for a single server. When you manage several Plesk servers with Plesk Expand, you might find it inconvenient to switch between several Help Desk panels. Central Help Desk provides a single panel for processing tickets from all the end-users from all the Plesk servers managed with Plesk Expand.
The Central Help Desk software includes the following components:
Administrator Panel, where the Help Desk administrator can manage various Help Desk settings, manage users tickets, and so on.
User Panel, where Help Desk users can post new tickets, reply to tickets or browse tickets history. You users can log in to the user panel through the Help Desk login form or by clicking the Help Desk item in the navigation pane of their Plesk or Plesk Expand control panels.
E-mail Gateway, which is a mediator between the e-mail protocol and the tickets interface. A user can post a ticket writing an email to your help desk address, such as firstname.lastname@example.org. Incoming e-mails are transferred to new tickets or additional comments to existing tickets. Your reply to a user ticket is transferred to an e-mail letter sent to the user.
To set up Central Help Desk in Plesk Expand, prepare the Help Desk server, register it in Plesk Expand and configure Plesk servers managed by Plesk Expand to use the Central Help Desk.