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Tenant Setup

This guide covers the initial configuration of your DZDESK tenant for a new organization.

What is a Tenant?​

A tenant is an isolated instance of DZDESK for your organization. Each tenant has:

  • Separate data storage
  • Independent configuration
  • Own users and groups
  • Custom SLA policies
  • Isolated from other tenants

Initial Setup Checklist​

Complete these steps to set up your tenant:

  • Configure basic tenant settings
  • Set up identity provider integration
  • Define working hours
  • Configure SLA tiers
  • Create initial user groups
  • Add users or enable sync
  • Customize request categories
  • Test the configuration

Basic Tenant Settings​

Accessing Settings​

  1. Log in with Admin account
  2. Navigate to Settings in side menu
  3. Select Tenant Configuration

General Settings​

SettingDescription
Tenant NameYour organization name
TimezoneDefault timezone for SLA calculations
LanguageDefault language (English/Turkish)
Date FormatHow dates are displayed
LogoYour organization logo

Contact Information​

SettingDescription
Admin EmailPrimary contact email
Support EmailUser-facing support email
PhoneContact phone number

Identity Provider Setup​

Supported Providers​

DZDESK supports:

  • Azure Entra ID (Microsoft)
  • Google Workspace

Azure Entra ID Configuration​

  1. Navigate to Settings > Identity
  2. Select Azure Entra ID
  3. Configure:
    • Tenant ID
    • Client ID
    • Client Secret (stored securely)
  4. Configure permissions in Azure
  5. Test connection

Google Workspace Configuration​

  1. Navigate to Settings > Identity
  2. Select Google Workspace
  3. Configure:
    • Domain
    • OAuth credentials
    • Service account (if using sync)
  4. Test connection

User Provisioning​

Options for adding users:

  • Just-In-Time (JIT): Users created on first login
  • Sync: Automatic sync from identity provider
  • Manual: Add users individually

Working Hours Configuration​

Setting Business Hours​

  1. Go to Settings > Working Hours
  2. Configure for each day:
    • Start time
    • End time
    • Or mark as non-working

Example Configuration​

DayStartEndWorking
Monday09:0018:00Yes
Tuesday09:0018:00Yes
Wednesday09:0018:00Yes
Thursday09:0018:00Yes
Friday09:0018:00Yes
Saturday--No
Sunday--No

Holiday Calendar​

  1. Go to Settings > Holidays
  2. Add holidays for the year
  3. Import from preset calendars (optional)

SLA Configuration​

Creating SLA Tiers​

  1. Go to Settings > SLA Tiers
  2. Click Add Tier
  3. Configure each tier:
FieldDescription
Tier NameDisplay name (e.g., "Critical")
Response TargetHours to first response
Resolution TargetHours to resolution
Include SaturdayCount Saturday in SLA
Include SundayCount Sunday in SLA

Suggested Starting Configuration​

TierResponseResolutionWeekends
Critical1h4hInclude
High4h8hInclude
Standard8h24hExclude
Low24h72hExclude

Priority Mapping​

Map request priorities to SLA tiers:

  1. Go to Settings > Priority Mapping
  2. Assign each priority to a tier

User Groups Setup​

Create Initial Groups​

Based on your team structure:

  1. Go to Settings > Groups
  2. Click New Group
  3. Create groups like:
    • Hardware Support
    • Software Support
    • Network Support

Assign Members​

After users are provisioned:

  1. Open group settings
  2. Add members
  3. Set group manager (optional)

Request Categories​

Default Categories​

DZDESK includes defaults:

  • Hardware
  • Software
  • Network
  • Access Request
  • Other

Customizing Categories​

  1. Go to Settings > Categories
  2. Add, edit, or remove categories
  3. Set category-to-group routing (optional)

Testing Configuration​

Verification Steps​

  1. Login Test: Verify SSO works
  2. User Creation: Check JIT or sync
  3. Request Creation: Create test request
  4. SLA Test: Verify timers work
  5. Assignment Test: Test group queues

Test Checklist​

  • Can log in via identity provider
  • New users get correct default role
  • Can create requests
  • SLA timer starts correctly
  • Can assign to groups
  • Working hours respected

Post-Setup Tasks​

Documentation​

Document your configuration:

  • Identity provider settings
  • SLA policies
  • Group structure
  • Custom categories

Training​

Prepare team for launch:

  • Admin training
  • Agent training
  • User communication

Go-Live Checklist​

  • All agents have access
  • Groups properly staffed
  • SLA policies finalized
  • Notification settings configured
  • Support email configured
  • Ready to accept requests

Best Practices​

Configuration​

  1. Start with sensible defaults
  2. Iterate based on feedback
  3. Document all customizations
  4. Test before go-live

Security​

  1. Limit Admin accounts
  2. Review identity provider settings
  3. Enable MFA at identity provider
  4. Regular access reviews

Troubleshooting​

Users Can't Login​

  • Verify identity provider configuration
  • Check user exists in provider
  • Review permission settings

SLA Not Calculating​

  • Confirm working hours set
  • Check timezone configuration
  • Verify tier assignments

Groups Not Showing​

  • Ensure groups are created
  • Check user has group membership
  • Refresh browser cache