Support  ·  Sign-in

Active Directory and Microsoft 365

Let people sign in with their network account, and find people who aren't in the helpdesk yet.

The Active Directory page lets people sign in with the same username and password they use on a work computer. Only Super Admins can change it. Set up Active Directory sign-in has the full steps.

Pick how the helpdesk reaches AD

• Through the on-site agent (recommended): a small Windows service on a domain-joined machine dials out to the helpdesk. Nothing is opened inbound, so it works wherever the helpdesk runs.
• Directly: only when the helpdesk server is itself a Windows server joined to the domain.

Tick Let people sign in with their network account, fill in the Short domain name, and save. Then click Test the directory.

Add an agent

1. Type a name (like the machine it’ll run on) and click Add an agent.
2. Copy the key it shows. It won’t be shown again.
3. Click Download the agent, copy it to a domain-joined server that’s always on, and run Install RequestCrew Agent. Paste the key when it asks.

The list shows whether each agent is connected. Two agents on different machines gives you a spare. Revoke cuts one off right away.

Other settings

• Only this AD group limits sign-in to one group (groups inside it count too).
• Wrong passwords before a 15-minute pause should stay below AD’s own lockout, so guessing on the helpdesk can’t lock someone out of their PC.
• Sign people in automatically on domain PCs inside the network skips the sign-in page at work. What counts as inside is set under Network.

Look someone up in AD shows what the helpdesk would use for that person, or why they can’t sign in.

Microsoft 365

Microsoft 365 sign-in is on the Sign-in page. When the helpdesk mailbox is Microsoft 365 and its mail app has the User.Read.All permission, “Who is it for?” can also find people in Microsoft 365. Who can search AD and Microsoft 365 that way is set in Ticket options. See Find people who aren’t in the helpdesk yet for the Microsoft 365 permission.