Documentation - Using Huru Helpdesk
As far as Huru Helpdesk is concerned, there are four different types or levels of users. All users, except anonymous users, must be logged into the Joomla site with a valid Joomla account. Ecepting this requirement, the four Huru Helpdesk user types are completely independent of Joomla user levels.
Each of the four user types will have different default Control Panel they will use to access the helpdesk and/or knowledgebase. They will also, by default, have different features available to them on the problem detail form.
Anonymous users
Anonymous users are people who haven't logged into the Joomla site, or that have logged in but whose accounts are not configured as Huru Helpdesk users. If the administrator has configured Huru for anonymous use, then these users will be given the option of submitting a new problem, or looking up a problem that they previously submitted. In order to view a previously submitted problem, an anonymous user must enter the email address they submitted the problem under as verification. This prevents users from entering arbitrary problem IDs.
Users
User-level users are those that have logged into the Joomla site and whose Joomla accounts have been configured as Huru Helpdesk users. Because they are not anonymous, by default these users have more options than anonymous users. Along with being able to submit new problems, they can view a list of problems they have submitted in the past.
Reps
Reps are the technicians or case managers that can work with problems in the system. By default, reps can work with any open case in the system by adding notes, setting the case priority and status, and they closing cases.
Admins
Admins can do anything in the system that is enabled in the configuration. They can not only work with cases, like reps, but they can search the system for cases, delete cases from the system, and view recent system activity.
