Support  ·  Sign-in

Find people who aren't in the helpdesk yet

Let "Who is it for?" and person fields search Active Directory or Microsoft 365, and add people when they're picked.

“Who is it for?” and person fields on forms always find people already in the helpdesk. They can also search your directory for people who haven’t signed in yet. Picking one adds them to People with the default role, and when they sign in for the first time, they land on that same account.

Who gets those directory results is set under Ticket options. Techs get them by default.

Active Directory

This is on whenever Active Directory sign-in is. It finds turned-on accounts with an email address, and only members of the sign-in group if one is set. Older agents can’t search: the agent list under Settings, System, Active Directory marks them. Download the agent again and run it on that server; its key and settings carry over.

Microsoft 365

This works when the helpdesk mailbox is Microsoft 365. The mail app also needs to read your directory:

1. In Entra, open the Helpdesk Mail app registration, then API permissions.
2. Click Add a permission, Microsoft Graph, Application permissions, and tick User.Read.All.
3. Add it, then click Grant admin consent.

Guests and turned-off accounts are left out. This lets the mail app read basic details (name, email, job title) of everyone in your Microsoft 365. It still can’t read anyone’s mail but the helpdesk mailbox.

Check it’s working

Settings, Ticket options shows whether each directory is answering, and the last problem if a search didn’t work.