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Using template groups to create a branded support experience

We're actively rewriting our user guide, so check back for improved coverage.

Template groups in helpdesk support the concept of brands. A set of templates dealing with front-end layout, design and outgoing emails constitute a template group in helpdesk. Each template group is linked to a particular set of user group (for which it is intended), carries its own brand name, has a linked default language and set of default ticket properties linked to it.

In essence, each group acts as a unique front-end with customizable set of templates which can be modified to let you reflect a brand to your users and personalize the experience on the basis of brand.

Understanding user groups

Helpdesk allows core segregation of your user base on basis of user group to which a user profile is linked. Permission set in terms of content visibility (except for ticket sharing) is done on the basis of user group to which a user profile is linked.

User groups are of two types – ‘Registered’ and ‘Guest’. ‘Guest’ type user groups allow you to segregate content visibility for visitors i.e. users who haven’t logged in. ‘Registered’ type controls visibility for logged in user. Each template group is linked to one of each.

You can add and manage user groups in helpdesk from Admin interface > Users

How helpdesk handles registration and authentication?

Registration from support center results in user profile being linked to ‘Registered’ type user group linked to the template group which has been accessed. A ticket submitted or a chat initiated from an unknown email address results in a user profile being created in a similar manner.

A new live chat tag is generated for a template group and an email queue is linked to one. This means that no matter what the source might be, an unknown email address will be registered once a request is submitted.

A user placing authentication from a template group is re-directed to another template group, if user group (of user) doesn’t matches user group linked to template group, and user group of that user is linked to another template group in helpdesk.

Note that local user authentication is not attempted from a template group if loginshare authentication is enabled for it.

Configuring template groups

You can configure template groups from Admin interface > Options > Templates > Groups 


A template group selected as default is routed to by default, when helpdesk domain is accessed from a browser. A template group can be accessed via following generic URL


Once a template group has been accessed, it is set as default for the web browser via cookies. This means that helpdesk domain URL (without an explicit template group name) will re-direct to it.

Restricting content visibility

Content in helpdesk can be restricted on the basis of user group. We will help you get started:

  • Knowledgebase categories: Each knowledgebase article is linked to a category and any category (except for Parent category) can be restricted on basis of user groups. This can be done via ‘Permissions: Users’ tab of a knowledgebase category from Staff interface > Knowledgebase > Categories.
  • News articles: Each news article’s visibility on Support center can be restricted individually from ‘Permissions (Users)’ tab when creating or editing a new article from Staff interface > News > Insert News / Manage News
  • Departments: visibility of departments can be controlled similarly from ‘Permissions: Users’ tab of a department from Admin interface > Departments > Manage department
    Similar restrictions can be placed on basis of user group for widgets, troubleshooters, custom fields and various ticket properties.

 For modifying Templates, refer to: Getting started with modifications

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  1. Sukhpreet Anand

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