> For the complete documentation index, see [llms.txt](https://helpdocs.conducttr.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdocs.conducttr.com/feature-documentation/designing-and-running/channels/monitoring-and-alerting-channels/help-desk.md).
# Help Desk
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:
---
# Agent Instructions
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