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Key Concepts

Understanding these core concepts will help you get the most out of DZDESK.

Tenant​

A tenant represents an isolated environment for a single organization or customer. Each tenant has:

  • Its own set of users, groups, and configurations
  • Complete data isolation from other tenants
  • Custom SLA policies and working hours
  • Separate ticket queues and workflows

This multi-tenant architecture makes DZDESK ideal for Managed Service Providers (MSPs) serving multiple clients.

Ticket (Request)​

A ticket is the fundamental unit of work in DZDESK. It represents a support request, incident, or service request.

Ticket Properties​

PropertyDescription
TitleBrief summary of the issue
DescriptionDetailed explanation of the request
StatusCurrent state (Open, In Progress, Resolved, Closed)
PriorityUrgency level (Low, Medium, High, Critical)
CategoryType classification for routing
AssigneeUser responsible for resolution
GroupTeam assigned to handle the ticket
SLA TierService level agreement applied

Ticket Lifecycle​

Created → Open → In Progress → Resolved → Closed
                     ↓
                 On Hold (pauses SLA)

SLA (Service Level Agreement)​

SLA defines the expected service levels for ticket handling. DZDESK supports multiple SLA tiers.

SLA Components​

  • Response Time: Maximum time to first response
  • Resolution Time: Maximum time to resolve the ticket
  • Working Hours: Business hours for SLA calculation
  • Weekend Rules: Include or exclude weekends per tier

SLA Tiers Example​

TierResponseResolutionWeekend
Tier 1 (Critical)1 hour4 hoursIncluded
Tier 2 (High)4 hours8 hoursIncluded
Tier 3 (Medium)8 hours24 hoursExcluded
Tier 4 (Low)24 hours72 hoursExcluded

User Roles​

DZDESK implements Role-Based Access Control (RBAC) with the following roles:

Admin​

  • Full system access
  • Manage users, groups, and settings
  • Configure SLA policies
  • Access all tickets and reports

Agent​

  • Handle assigned tickets
  • Create and update tickets
  • View tickets in assigned groups
  • Limited settings access

Viewer​

  • Read-only access to tickets
  • Cannot modify or create tickets
  • Useful for managers and auditors

Groups​

Groups organize users into teams for efficient ticket routing and assignment.

Group Features​

  • Assign tickets to groups instead of individuals
  • Define default group for auto-assignment
  • Multiple users can belong to a group
  • Group-based permissions and visibility

Example Groups​

  • IT Support
  • Network Operations
  • Security Team
  • Application Support

Working Hours​

Working Hours define when your support team is available. SLA timers only run during working hours.

Configuration Options​

  • Start and end time for each day
  • Different hours for different days
  • Holiday calendar for non-working days
  • Timezone support

Activity Log​

Every action in DZDESK is tracked in the Activity Log, providing:

  • Complete audit trail of ticket changes
  • User actions with timestamps
  • System-generated events
  • Compliance and accountability records

Next Steps​