Helpdesk Feature Flag FAQs
Frequently Asked Questions
What is the Helpdesk feature flag?
The Helpdesk feature flag is a per-company switch in Sidekick Central that turns Helpdesk on or off for everyone in a company. When it's on, employees can file tickets through Sidekick and admins can manage them in the Tickets queue. When it's off, ticket filing and the queue are unavailable for that company.
Why might I want to disable Helpdesk?
Some companies already run a dedicated ticketing platform and don't want a parallel support channel running through Sidekick. Disabling Helpdesk hides ticket filing for employees and locks the queue so support stays in one place.
What is the default state of Helpdesk?
Helpdesk is on by default for every company — both existing companies and new ones onboarded going forward. Admins who don't want the feature can turn it off themselves.
Where do I toggle Helpdesk on or off?
Go to Helpdesk in Sidekick Central, open the Settings tab, and use the Helpdesk switch under Feature settings. The description on the toggle reads "Allow employees to file tickets through Sidekick".
Who can toggle Helpdesk for the company?
The self-serve toggle is available to any admin with the admin dashboard type and Helpdesk access. The Sidekick team can also toggle Helpdesk for a company through a backend override, independent of the Sidekick Central setting.
What happens to my employees when Helpdesk is disabled?
The Tickets button, the "I need more help" ticket option, and any other ticket filing triggers are hidden from everyone in that company. The ticket queue is locked for admins as well — existing tickets are no longer accessible to admins or employees.
What happens to existing open tickets when I disable Helpdesk?
The ticket queue is fully locked. No new tickets can be filed, and existing tickets are no longer accessible to admins or employees while Helpdesk stays off. There is no read-only mode.
What happens if an employee tries to file a ticket while Helpdesk is being disabled mid-action?
If the toggle flips off while an employee has a ticket form open, the submission won't go through. Sidekick lets the employee know in chat that Helpdesk isn't available and points them back to their HR team for help.
I manage multiple companies under the same Sprout HR URL. Does the toggle apply to all of them?
No. The toggle is per-company. A realm with multiple companies can have Helpdesk on for some companies and off for others independently — switch companies using the company dropdown in the main navigation, then set each one's toggle.
Can I limit Helpdesk to just certain departments or users within a company?
No. The toggle is company-wide only — there is no granular per-user or per-department Helpdesk access control. If Helpdesk is on, every employee in the company can use it; if it's off, no one can.
Will toggling Helpdesk affect other Sidekick agents or features?
No. The Helpdesk toggle only controls Helpdesk. Every other Sidekick agent and feature continues to work the same way regardless of the Helpdesk setting.
How quickly does the toggle take effect?
The change takes effect within one session refresh — no extended delay.
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