When troubleshooting Help Desk Manager issues and you need to call Technical Support, ensure you have the following information ready for the representative:
If its an issue with the UI configuration, tickets, rules, etc. you need the web address of the server and an account to login and make changes.
If its an issue with how the software is behaving, you need RDP credentials (Windows), or SSH access (Linux) and external access to the system in some way. You might be able to use N-able N-central to contact the server for remote administration if the server can see it.