The Help Desk channel simulates an online customer support desk.
Benefit
Feature
Effectively simulate the work day of a Helpdesk agent
Send ticket to players using injects in the Master Events List (MEL) or Pattern of Life (PoL)
Role players can raise tickets during a live exercise
Apply pressure to players
Reply to tickets via email/on the Help Desk channel
Assign tickets to other players, change ticket status, and set ticket importance
Write internal messages (only visible to players with access to Help Desk)
Running
Special permissions
To give a participant access to the Help Desk channel as a Helpdesk Agent, facilitators will need to assign a special permission via the Teams tab in the Facilitator Dashboard:
Designing
How to (Configuration)
To configure the Help Desk channel in the Editor, go to Configuration > Channels > Help Desk and see the settings on the right-hand side:
