Link Helpdesk
This documentation is a work in progress. Please get in touch with us if you have any questions.
Our secure digital helpdesk platform, Link, is customised and hardened version of Zammad, an open source, flexible, multi-channel ticketing platform that enables those in need to ask for help, and providers to respond.
The helpdesks have integrations with popular messaging apps, including Signal, WhatsApp, and Telegram, making it easier to securely allow responders to request assistance.
📄️ Logging In
To log in to your instance, visit the helpdesk URL provided. This will usually end with .link.sr2.uk or
📄️ Notifications
Our helpdesks support "desktop notifications", delivered when the agent is logged in to the helpdesk, and email
📄️ End-to-end encrypted channels
Setting up E2E channels (Signal and WhatsApp)
📄️ Security
Application Security
📄️ Backups
Daily Backups
📄️ Moving Away
Data Portability
📄️ PGP plugin usage
Enabling the PGP plugin
📄️ Setting up projects in CDR Link
Setting up separate Projects in CDR link relies on groups, roles and also channel setup. This document details a minimal configuration for setting up such a Project that uses a simple email channel to receive notifications from customers.
📄️ Setting up a Google channel
1. Create a new project called "Zammad" under the desired Google account from https://console.cloud.google.com/apis/dashboard (a new project is required to create the secure Google App that is linked to the helpdesk).
📄️ Autoresponders
In order to setup automatic replies for WhatsApp or Signal you need to:
📄️ Troubleshooting
This is a short collection of issues Link helpdesks users may experience and how to get around them.
📄️ CDR Link FAQ
CDR offers hosted Link helpdesk instances managed by SR2 Communications,