Technical set-up

Please read here how to prepare your environment to install the ticketing system at its best.

First access

To configure the ticketing system, it is necessary to have an account with admin permissions.

To proceed with the installation, the first step is to access the ticketing system using the following link: ticketing.intranet.ai. Upon login, a pop-up will appear; please accept the consents that will be requested.

Once logged into the ticketing site, again using the admin user, access your Azure account. You will find this screen:

Click on the button Azure Active Directory, a navigation menu will appear on the left side of the screen. Select Enterprise Applications.

A search bar will appear on the right: search for “Service Desk” and press Enter. If you see “INTRANET.AI Service Desk” listed among the results as shown, it means that the application has been successfully registered within the tenant.

If this doesn’t happen and you encounter issues during this initial configuration phase, please contact your IT support in INTRANET.AI for the necessary assistance.

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Roles set up for your organization

Click on INTRANET.AI – Service Desk, select User and groups from the left-hand sidebar

In this section, configure the individuals within your company who will be administrators of the system and the department managers.

Now, add users by clicking on “+ Add user/group” at the top:

A screen will appear with two fields to fill in:

• Users and groups

• Select a role

In Users and groups you will indicate the name of the user or group (from all the users in your Azure AD) that you want to add. Once you’ve identified the user, click on “Select“.

In the “Select a role” field, you will specify the role to assign to the user. Below are the available roles:

• Department Agent

• Administrator

• Department Manager

• User

Roles and permissions:

• Administrator: administrators can manage system settings, such as defining areas, groups, departments, as we’ll see later.

• Department Agent: these individuals are responsible for managing tickets. Agents will have access only to the homepage and the ticket section. In the settings section, they will see options only for changing language and theme.

• User: users can only create tickets and read their own tickets. They don’t have access to other application settings. This role is the default, meaning if no role is assigned to a user, they will default be a user.

• Department Manager: They have access to the statistics area concerning their region, and they can add Quick Replies by clicking on the lightbulb button on the left.

If you want to discover more about statistics and quick replies of our tool, click here.

This way you can create pre-made responses that can be associated with a topic, allowing you to choose from a set of preset answers when responding to a ticket.

Configuration in Teams

Intranet.ai will send you a .zip file, to be uploaded in the Teams App Catalogue. Once the file is uploaded, the tool can be added to Microsoft Teams by including it in the global policies and clicking the pin to have it appear in the sidebar.

To pin the application on Teams, follow these steps:

• Log in to admin.microsoft.com (an admin account is always required to complete this operation)

• Click on the Teams button at the bottom of the screen

• In the menu that appears on the left, select "setup policies"

• Among the available policies, you'll find the one named "global"

• Click on the policy

• Add the "service desk" application to both "installed" and "pinned" apps

By doing this, you've added the button for everyone to access the service desk service directly from Teams. Each account can then operate within the system according to their assigned role and corresponding permissions.