Welcome to Empeiro
Empeiro is a help desk for an organization's own people: they open tickets and chat, an assistant answers first and hands off to a person when it should, and IT Support answers in one console. This guide covers setting an organization up, step by step, in the order you are likely to need it.
Who does what
| Role | What they can do |
|---|---|
| Empeiro's owner | Adds organizations, each with its first administrator, and sees how each one is doing. Never sees inside an organization's help desk. |
| Administrator | Runs one organization: invites its people, decides who is an agent, connects its Microsoft 365, and chooses who can sign in. An administrator is always an agent too. |
| Agent | Answers tickets in the console: the queue, the conversation, the reports, the knowledge base. |
| Requester | Everyone else: opens tickets, chats with the assistant and IT Support, reads Help. |
How an organization starts
- Empeiro's owner adds the organization with its first administrator's name and email (Adding an organization).
- The administrator opens their invite link, chooses their own password, and lands in their help desk.
- They invite their people by email, or connect their own Microsoft 365 so everyone comes in from the directory (Connecting Microsoft 365).
- With Microsoft 365 connected, people can also sign in with their work account (Sign in with a work account).
Tickets, messages and people are kept in Empeiro, encrypted, whether or not Microsoft 365 is connected.