Helpdesk Users combining with AD User

[chris_anderson]

We have a lot of Helpdesk users that aren't connected with the AD user. How are those two accounts synced? It seems to be very random as to which account is used when a ticket is created. Is there a easy way to push for all users that have a matching email to combine on their AD account?

Is there a way to sync a users Helpdesk Department field to their AD Department field?

[FrankSc]

Hello,
Under Configuration\User Access & Roles, you can add AD users there. Once an ticket comes in from the same email address, it will be linked to that user.
You can merge an existing Helpdesk user with an AD user. There is a "Merge with Active Directroy or Workgroup user"-button next to each user, far right.