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IT Team Onboarding

This guide helps IT team members get up and running with DZDESK quickly. Follow these steps to complete your onboarding.

Onboarding Checklist​

Complete these steps to fully set up your DZDESK environment:

  • Access DZDESK and log in
  • Set up your profile
  • Understand your role and permissions
  • Join your support groups
  • Learn the request workflow
  • Configure your notifications
  • Handle your first request

Step 1: Access and Login​

Getting Access​

  1. Receive your organization's DZDESK URL from your administrator
  2. Navigate to app.dzdesk.com
  3. Sign in with your organization credentials (Azure Entra ID or Google Workspace)
  4. Your account is automatically provisioned on first login

Verify Your Access​

After logging in, confirm:

  • You can see the dashboard
  • Your name appears in the profile menu
  • You have the expected menu options based on your role

Step 2: Set Up Your Profile​

Profile Settings​

  1. Click your profile icon in the top-right corner
  2. Select "Profile Settings"
  3. Review and update:
    • Display name
    • Profile picture (optional)
    • Language preference
    • Notification settings

Contact Information​

Your email is synced from your identity provider. If it needs updating, contact your IT administrator.

Step 3: Understand Your Role​

DZDESK has three user roles with different capabilities:

Admin Role​

Full system access including:

  • Create, edit, and manage all requests
  • Manage users and groups
  • Configure SLA policies
  • Access all system settings
  • View all reports and analytics

Agent Role​

Day-to-day support operations:

  • Create and manage requests
  • Assign requests to self or others
  • Update request status
  • Add comments and attachments
  • View assigned requests and group queue

Viewer Role​

Read-only access:

  • View requests (may be limited by group membership)
  • Cannot create or edit requests
  • Useful for managers needing visibility without editing

Check your role by clicking your profile menu - your role is displayed below your name.

Step 4: Join Support Groups​

Groups organize agents by specialization or team.

Common Group Structures​

GroupHandles
Hardware SupportPhysical equipment issues
Software SupportApplication problems
Network SupportConnectivity issues
Level 1 SupportInitial triage
Level 2 SupportEscalated issues

Viewing Your Groups​

  1. Your group memberships are assigned by your administrator
  2. View your groups in your profile settings
  3. You'll see requests assigned to your groups in your queue

Group Queue​

Access your group's requests:

  1. Go to Requests in the side menu
  2. Filter by Group to see your team's queue
  3. You can claim unassigned requests from your group

Step 5: Learn the Request Workflow​

Standard Workflow​

┌────────┐    ┌──────────┐    ┌─────────────┐    ┌──────────┐    ┌────────┐
│  Open  │ → │ Assigned │ → │ In Progress │ → │ Resolved │ → │ Closed │
└────────┘    └──────────┘    └─────────────┘    └──────────┘    └────────┘

Your Daily Workflow​

  1. Start of day: Check your dashboard for assigned requests
  2. Triage: Review new unassigned requests in your group
  3. Work requests: Update status as you progress
  4. Communicate: Add comments to keep requesters informed
  5. Resolve: Mark requests as resolved when complete
  6. End of day: Ensure all work is documented

SLA Awareness​

Pay attention to SLA indicators:

  • 🟢 Green: Plenty of time remaining
  • 🟡 Yellow: Approaching deadline
  • 🔴 Red: SLA breached or imminent

Step 6: Configure Notifications​

Essential Notifications​

Enable notifications for:

  • New request assignments
  • SLA warnings
  • Comments on your requests
  • Escalations

Configure Notifications​

  1. Go to Profile Settings
  2. Select Notifications
  3. Enable/disable notification types
  4. Choose delivery method (in-app, email)

Step 7: Handle Your First Request​

Claiming a Request​

  1. Navigate to Requests
  2. Find an unassigned request in your group's queue
  3. Open the request details
  4. Click "Assign to Me"

Working the Request​

  1. Review the request description and attachments
  2. Change status to "In Progress"
  3. Investigate and work on the issue
  4. Add comments to document your progress
  5. Communicate with the requester as needed

Resolving the Request​

  1. When the issue is fixed, change status to "Resolved"
  2. Add a resolution comment explaining what was done
  3. The requester will be notified
  4. If confirmed, the request can be closed

Daily Best Practices​

Start of Day​

  • Review your assigned requests
  • Check for SLA warnings
  • Prioritize Critical and High priority items
  • Review overnight activity

During the Day​

  • Update request status promptly
  • Document all actions and findings
  • Respond to requester communications quickly
  • Escalate when needed - don't let issues stall

End of Day​

  • Ensure all work is documented
  • Update pending requests with status
  • Check tomorrow's SLA deadlines
  • Hand off urgent items if needed

Common Tasks Reference​

TaskHow To
Create requestClick New Request button
Assign requestOpen request → Assign dropdown
Change statusOpen request → Status dropdown
Add commentOpen request → Activity section → Add Comment
Attach fileOpen request → Add Attachment
EscalateChange assigned group or agent
Close requestSet status to Closed

Getting Help​

Within DZDESK​

  • Check the documentation (you're here!)
  • Ask your team lead or administrator
  • Look for similar resolved requests

Technical Issues​

  • Contact your DZDESK administrator
  • Report bugs through proper channels

Next Steps​

You're now ready to work in DZDESK! Explore these resources: