User Management

The User Management feature in EduDesk allows administrators to create, organize, and manage user accounts within their school or organization.

Overview

Available in all subscription tiers (with enhanced capabilities in Pro and Premium), the User Management system provides:

  • Centralized user account administration

  • Role-based access control

  • User grouping and organization

  • Self-service account management options

  • Integration with school directory systems

User Roles

EduDesk defines several standard user roles with different permissions:

End User

  • Submit and track their own tickets

  • Access the knowledge base

  • Update their profile information

IT Staff

  • View and process tickets

  • Create knowledge base articles

  • Generate basic reports

  • Manage their assigned tickets

IT Administrator

  • Full ticket management capabilities

  • User management within their school

  • Knowledge base administration

  • Report generation and analytics

  • System configuration

School Administrator

  • View all tickets and reports

  • Manage subscription and billing

  • Add/remove users

  • Configure school settings

Super Administrator

  • Manage multiple schools

  • System-wide configuration

  • Access to all features and settings

Accessing User Management

  1. Log in with administrator privileges

  2. Click "Administration" in the main navigation

  3. Select "User Management"

Managing Users

Adding New Users

Individual User Creation

  1. Go to User Management

  2. Click "Add User"

  3. Enter user details:

    • Email address (must be a valid school email)

    • First and last name

    • Role (User, IT Staff, IT Admin, etc.)

    • Department/Grade

    • Contact information

  4. Set initial password or select "Send invitation email"

  5. Click "Create User"

Bulk User Import

For adding multiple users at once:

  1. Go to User Management

  2. Click "Bulk Import"

  3. Download the template CSV file

  4. Fill in user information following the template format

  5. Upload the completed CSV file

  6. Review the import preview

  7. Confirm the import

Editing User Information

  1. Go to User Management

  2. Search for the user by name or email

  3. Click on the user's name

  4. Edit their information:

    • Personal details

    • Contact information

    • Department/Grade

    • Role and permissions

  5. Click "Save Changes"

Deactivating Users

When a user leaves the organization:

  1. Go to User Management

  2. Search for the user

  3. Click on the user's name

  4. Click "Deactivate Account"

  5. Confirm the deactivation

Deactivated users:

  • Cannot log in to the system

  • Have their tickets reassigned or archived

  • Remain in the database for record-keeping

  • Can be reactivated if they return

Deleting Users

For permanent removal (use with caution):

  1. Go to User Management

  2. Search for the user

  3. Click on the user's name

  4. Click "Delete Account"

  5. Confirm the deletion

Note: Deletion is permanent and removes all user data. Consider deactivation instead for most scenarios.

User Groups

Creating User Groups

Organize users into logical groups:

  1. Go to User Management

  2. Click "User Groups"

  3. Click "Create Group"

  4. Enter group details:

    • Group name

    • Description

    • Default permissions

  5. Click "Create Group"

Adding Users to Groups

  1. Go to User Management > User Groups

  2. Select the group

  3. Click "Add Members"

  4. Search for and select users

  5. Click "Add Selected Users"

Managing Group Permissions

Set permissions for entire groups:

  1. Go to User Management > User Groups

  2. Select the group

  3. Click "Edit Permissions"

  4. Configure access rights

  5. Click "Save Permissions"

Self-Service Account Management

Users can manage certain aspects of their own accounts:

User Profile Management

  1. User clicks on their name in the top-right corner

  2. Selects "My Profile"

  3. Updates personal information:

    • Contact details

    • Profile picture

    • Notification preferences

  4. Clicks "Save Changes"

Password Management

  1. User goes to "My Profile"

  2. Clicks "Change Password"

  3. Enters current password

  4. Creates and confirms new password

  5. Clicks "Update Password"

Directory Integration

EduDesk can integrate with school directory systems for automated user management:

Google Workspace Integration

  1. Go to Administration > Integrations

  2. Select "Google Workspace"

  3. Click "Configure"

  4. Follow the OAuth authorization process

  5. Set up synchronization options:

    • User creation rules

    • Role mapping

    • Sync schedule

  6. Click "Save Configuration"

Microsoft 365 Integration

  1. Go to Administration > Integrations

  2. Select "Microsoft 365"

  3. Click "Configure"

  4. Enter Azure AD application details

  5. Set up synchronization options

  6. Click "Save Configuration"

LDAP/Active Directory Integration

  1. Go to Administration > Integrations

  2. Select "LDAP/Active Directory"

  3. Click "Configure"

  4. Enter connection details:

    • Server address

    • Bind credentials

    • Search base

    • User attributes mapping

  5. Set up synchronization options

  6. Click "Save Configuration"

Advanced User Management (Pro & Premium)

Custom Roles

Create specialized roles with custom permissions:

  1. Go to Administration > Roles & Permissions

  2. Click "Create Role"

  3. Enter role name and description

  4. Configure permissions for each system area

  5. Click "Create Role"

Department Management

Organize users by department:

  1. Go to User Management > Departments

  2. Click "Add Department"

  3. Enter department details

  4. Assign department head

  5. Click "Create Department"

User Activity Monitoring

Track user system usage:

  1. Go to User Management

  2. Click "Activity Logs"

  3. View user login history, ticket activity, and system actions

  4. Filter by user, date range, or activity type

Best Practices

Security

  • Implement strong password policies

  • Enable multi-factor authentication for administrative accounts

  • Regularly audit user accounts and permissions

  • Remove access promptly when staff leave

Organization

  • Create a consistent naming convention for users

  • Use groups to manage permissions efficiently

  • Document your role structure and permission settings

  • Regularly review and update department structures

Onboarding

  • Create templates for common user types

  • Develop a standardized onboarding process

  • Provide initial training for new users

  • Set up welcome emails with system information

Offboarding

  • Develop a checklist for departing users

  • Transfer ownership of tickets and knowledge articles

  • Archive rather than delete user accounts when possible

  • Conduct exit interviews to improve system usability

Troubleshooting

Common Issues

User Cannot Log In

  1. Verify the user's email address is correct

  2. Check if the account is activated

  3. Reset the password if necessary

  4. Ensure the user is using the correct login URL

Permission Problems

  1. Check the user's assigned role

  2. Verify group memberships

  3. Review custom permission settings

  4. Check for conflicting permissions

Directory Sync Issues

  1. Verify connection credentials

  2. Check sync logs for errors

  3. Test the connection manually

  4. Ensure attribute mappings are correct

Getting Help

For assistance with user management:

  • Review the detailed user management guide in the Knowledge Base

  • Contact support at support@edudesk.org

  • Schedule a consultation with our implementation team (Premium tier)

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