# Help Desk

The Help Desk channel simulates an **online customer support desk.**

| Benefit                                               | Feature                                                                                                                                                                                                                                           |
| ----------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Effectively simulate the work day of a Helpdesk agent | <ul><li>Send ticket to players using injects in the Master Events List (MEL) or Pattern of Life (PoL)</li><li>Role players can raise tickets during a live exercise</li></ul>                                                                     |
| Apply pressure to players                             | <ul><li>Reply to tickets via email/on the Help Desk channel</li><li>Assign tickets to other players, change ticket status, and set ticket importance</li><li>Write internal messages (only visible to players with access to Help Desk)</li></ul> |

## Running

<figure><img src="https://3476309720-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsNKxYbIPgfYmCR9EJgAu%2Fuploads%2FaVyV40zswIK6JHvHDLSp%2Fimage.png?alt=media&#x26;token=f93ecfdd-114d-4a87-8cbd-ee6cffde9d25" alt=""><figcaption></figcaption></figure>

### Special permissions <a href="#special-permissions" id="special-permissions"></a>

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:

<figure><img src="https://helpdocs.conducttr.com/~gitbook/image?url=https%3A%2F%2F3476309720-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FsNKxYbIPgfYmCR9EJgAu%252Fuploads%252FzDkuZy61InK2vIBD0c6o%252Fhelpdeskchannel.png%3Falt%3Dmedia%26token%3D7f7ed03d-2c7b-4f45-9bf0-132323c83c5f&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=4645f180&#x26;sv=2" alt=""><figcaption></figcaption></figure>

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## 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:

<figure><img src="https://3476309720-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsNKxYbIPgfYmCR9EJgAu%2Fuploads%2FXFQAoEThpFMhv4CPvL6c%2Fhelpdesk%20configuration.png?alt=media&#x26;token=873bbf75-2960-4398-9988-2fa246485f55" alt=""><figcaption></figcaption></figure>