Is it mandatory to have one machine running the manager add-in for Team Helpdesk all the time?

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The manager add-in for Team Helpdesk needs to be running (at least in one machine) for the following operations:

  1. If you have enabled the notifications for due date lapsed check or SLA breach
  2. If you have set up Customer Web Service (CWS) or Technicians Web Access (TWA) websites
  3. If you have set Team Helpdesk (in manager tool) to monitor any mailboxes or email enabled public folders for automation e.g., generating new cases from incoming emails automatically

In fact, we recommend to have one machine running with Team Helpdesk Manager tool, so that you can have a helpdesk that runs 24×7. For more, refer to the article ‘Best practices for automated Helpdesk that runs 24×7