People (requesters)
The directory of everyone who asked for help: details, VIPs, blocking, importing and erasing a person.
People lists everyone who has asked for help. A person is added automatically the first time they contact the desk; staff appear only for help they asked for themselves.
Select anywhere on a person’s row to open their details, or focus the row and press Enter or Space. Refresh updates the directory while keeping the selected person and any unsaved edits. The list also updates when you return to the tab or reconnect.
- Keep details: name, organization, phone, job title and notes.
- Mark someone VIP so their cases stand out (and route them with a routing rule).
- Open a person to see all their cases.
- Admins can import people from a CSV, with a preview first. Existing details are filled in, never blanked.
Blocking
An admin can block a person who abuses the desk. See Requesters and email domains.
Erasing a person (right to be forgotten)
An admin can erase someone's personal data by confirming their email address. Their name, address and details are removed from the directory, their cases, their messages and their conversations with the website assistant, and the cases themselves stay for your records with the personal data replaced. The erasure is recorded so it is applied again if data is ever restored from a backup.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.