Service Desk

Permissions

Service Desk access is governed by roles, just like the rest of DevStride. Four permissions control who can configure the desk, manage requesters, reply to customers, and reach the module at all — and explain why the module or a button can disappear.

Service Desk is controlled by the same role system as everything else in DevStride. A member's role decides what they can do with the desk, organization-wide. Four permissions cover Service Desk, each gating a distinct slice of the module.

The four Service Desk permissions

Permission	Grants the ability to	Typical for
Access Service Desk	Open the Service Desk module and its Inbox — the entry ticket to working support at all.	Anyone who handles tickets.
Send Public Replies	Send Reply to customer messages (which email the requester). Without it, a member can still add Internal notes but cannot message customers.	Front-line agents who talk to customers.
Manage Requesters	Create, edit, block, merge, and anonymize requesters and companies — and review the Suspended queue.	Support leads and admins.
Manage Service Desk Settings	Enable or disable Service Desk, and manage channel addresses and request forms.	Administrators.

Mix them to fit the job

The permissions are deliberately separable. A useful combination: give an investigating engineer Access Service Desk without Send Public Replies, so they can read tickets and add internal notes but can't accidentally email a customer. Front-line agents add Send Public Replies; leads add Manage Requesters; admins add Manage Service Desk Settings.

The Service Desk Agent role template

To make setup quick, DevStride includes a built-in Service Desk Agent role template that bundles all four Service Desk permissions (plus the underlying comment and item capabilities they rely on, and access to settings). Apply it when you create a role for your support team, then adjust from there.

You can, of course, build a custom role instead and pick exactly the Service Desk permissions you want — see Roles & Permissions for how to create and assign roles.

Owner and Admin already have it

The built-in Owner and Admin roles include the Service Desk permissions, so administrators can turn on and configure the desk without any extra setup.

Why the whole module disappeared

Service Desk is hidden by two independent gates. Both must be satisfied for the module to appear in your left-hand navigation — if either one is missing, the Service Desk entry is not shown at all:

An admin must enable Service Desk for the organization. This is an organization-wide switch (see Enabling Service Desk). Until an administrator turns it on, no one sees the module — regardless of their role.
Your role must include the Access Service Desk permission. Even after the module is enabled for the organization, each member only sees it if their role grants Access Service Desk.

Two different reasons, same symptom

"I can't see Service Desk anymore" almost always means one of these two gates changed: either an admin disabled the module for the whole organization, or your role was changed and no longer includes Access Service Desk. If a teammate can see it and you can't, it's your role. If nobody can see it, the module was disabled for the organization.

Why a button disappeared

DevStride hides actions you don't have permission for, rather than showing them greyed-out. This keeps the interface clean, but it means a button you used yesterday can be gone today if your role changed. A missing button is not a bug — it reflects a permission you no longer hold.

Here's what controls the buttons people most often notice going missing:

If this button/area is missing…	You're missing this permission
Reply to customer (you can still add Internal notes)	Send Public Replies
Suspended queue, and block / merge / anonymize actions on requesters	Manage Requesters
Enable / Disable Service Desk, and channel-address & request-form settings	Manage Service Desk Settings
The whole Service Desk navigation entry	Access Service Desk (or the module is disabled org-wide — see above)

If a button vanished after a role change

Ask an administrator to check your role on the Roles & Permissions screen and confirm it still includes the permission listed above. Permission changes take effect the next time you reload DevStride.

A note on requesters

Requesters are not governed by these permissions — they're external customers, not members of your organization. They hold no role and can't sign in to your workspace. These four permissions are entirely about what your team can do. See Requesters & Companies.

Finding & Filtering Tickets

Because tickets are work items, you can find and report on support work anywhere in DevStride — filter by requester, company, or channel, and save the views you return to.

My Work

My Work is your personal, cross-project view of the items that are yours — choose what to show, work items in place, and shape and save the view to fit how you work.