Masca Helpdesk Guide

Get up and running quickly with everything you need to know

Create Issues

Report problems or request help

Click "New Issue" button
Fill in title and description
Set priority and assign
Communicate

Comment and mention team members

Add comments to issues
Type @username to mention
Attach files and screenshots
Stay Updated

Never miss important updates

Check bell icon for notifications
Use dashboard for assigned tasks
Press Ctrl+K to search
Your Role & Permissions
Know what you can do based on your access level

Admin IT

Full Access

@masca.co.zw • System Administrator

Complete control over all system features, users, and data.

Department Head

Manager

@masca.co.zw • Team Lead

Create issues, assign work, manage team members.

Department Member

Standard

@masca.co.zw • Employee

Work on assigned tasks, comment on issues, escalate problems.

External Head

External

Any domain • Project Lead

Lead external teams on specific projects.

External User

Contributor

Any domain • Team Member

Work on assigned project tasks.

Regular User

Read-Only

Any domain • Observer

View all content but cannot modify anything.

Essential Tips
Everything you need to know to be productive

Quick Search

Press Ctrl+K anywhere to search instantly

Mention People

Type @ in comments to notify team members

Check Notifications

Click the bell icon to see updates and assignments

Update Status

Change issue status as you work: Open → In Progress → Resolved

Ask for Help

Stuck? @mention your department head or team lead

Communicate

Add regular comments to keep everyone informed

Exciting Features Coming Soon
New capabilities being developed to enhance your helpdesk experience

Make Request

Q3 2025

Quick request creation for common IT services, equipment, and support needs

  • Pre-filled templates for common requests
  • Equipment provisioning workflows
  • Service catalog integration
  • Automated approval routing

External Provider Integration

Q3 2025

Direct integration with external service providers for seamless issue escalation

  • One-click external issue submission
  • Real-time status synchronization
  • Automated provider selection
  • Centralized tracking dashboard

Development Timeline

These features are actively being developed and tested. Early access will be available to select users before the general release.

Need More Help?

Contact your department head or IT department for additional support