Helpdesk Access & Ticket Logging

All users can access the Knowledgebase Articles without the need for an account.  As a best‑practice approach, we recommend restricting ticket creation to an identified subset of “Triage” users. These users should have a strong understanding of both Cora PPM and your internal business processes. We recommend this group of users be at least 2 and no more than 10 users.

We’ve found this approach to be particularly effective for several reasons:

• It gives the business full visibility of all support requests

  • This visibility can be controlled further separately as detailed in the Next Steps section below.

• It ensures tickets are validated before being raised, so only genuine issues, approved requests, and agreed suggestions reach the Helpdesk

• It prevents focus being diverted to change requests or suggestions that the business does not wish to progress

• It helps surface potential process gaps or training needs early, particularly following initial go‑live

Supporting Workflow 

To support this model, we will configure a workflow so that if a non‑triage user attempts to log a ticket, they automatically receive a response advising that the request must first be reviewed by your internal admin (Triage) team.

If helpful, this workflow can be (and for as robust a process as possible we recommend it is) extended further to avoid duplication of effort for the end user. In this case, the details of the request, issue, or suggestion would automatically be forwarded to your nominated Triage users for review and, where appropriate, they can escalate to the Helpdesk on the end users behalf as needed.

Next Steps

To proceed, please log a ticket containing a list of users you would like to:

• Be able to log tickets with the Helpdesk and be able to see any tickets they have logged, and/or

• Have visibility of all tickets logged by your users

For each identified user, please provide the following details:
First Name, Last Name, Email, Can Log Tickets ? (Y/N), Can View All Tickets? (Y/N)

Ideally, this should be supplied in a .csv format. A template has been provided for ease of use:

Ongoing Maintenance

If you need to update this list in the future (for example, adding or removing users), a ticket will need to be logged by one of the currently approved users. This can be done either by:

• Submitting an updated CSV file (template below), or

• Providing the updated details using the same outlined data fields

If it is not possible for one of the currently approved users to log the request, this may be facilitated via your designated Customer Success Representative (CSR).