Help · Report it once, from the label

Service Desk

Desks and queues for IT, facilities and people questions: tickets from a QR scan or the portal, public replies and private notes, service clocks on a business calendar, and routing to the applet that owns the work.

Open the sandbox Open live Service Desk About Service Desk

Getting started

GuideGetting started with Service DeskWhat Service Desk is for, what each access level sees, and where everything is.GuideReport a problem or ask for somethingFind the right service, fill in its short form and raise a ticket.GuideScan a label to report a faultReport a fault with an item or a room from the QR label on it.GuideFollow your ticket, confirm it is fixed and rate the helpReply to the desk, say whether it is fixed, and see where routed work has got to.ArticleRaising a concern in confidenceHow restricted desks keep concerns about safety, conduct or wellbeing private.

Working tickets

GuideYour inbox and the ticket queueWhere an agent finds the tickets that need them.GuideWork a ticket: triage, reply and resolveTake a ticket, set its priority, talk to the requester and move it on to resolved.ArticleService clocks and business hoursHow response and resolution targets are counted, paused and missed.GuideRoute a ticket to Asset Management or FacilitiesSend the work to the applet that owns it, and follow its progress.GuideLink and merge tickets, and raise one for someone elseJoin up related tickets, close duplicates, and log a ticket on someone's behalf.

Running a desk

GuideApprove requestsFor desk managers: approve or refuse a request before the desk refers it.GuideKeep knowledge articles up to dateWrite short answers people find before they raise a ticket.GuideSet up a desk: people, groups, services and targetsFor desk administrators: create a desk and decide who works it and what it offers.GuideReports and exportsEach desk's queue, targets, resolution and satisfaction for a period.

Questions and answers

Why can't I see a ticket I know exists?

You see your own tickets, and the tickets of the desks you work. An auditor or administrator also sees every desk that is not restricted. A restricted desk's tickets are only ever seen by its members.

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Can I attach a screenshot or a file?

Not yet. Describe what you see in More detail, and include any error message word for word.

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Can I raise a ticket or reply by email?

Not yet. Raise and reply in Service Desk; the bell in the bar tells you when there is news on your ticket.

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Does approving a request grant access?

No. Approval lets the desk refer the request. Access is granted, or money spent, in the systems that own them, never by a ticket.

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Facilities says the work is done. Why is my ticket still open?

Another applet finishing its part never resolves a ticket. The desk checks with you first, then resolves it, and you confirm it is fixed.

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Is the data in the sandbox real?

No. The sandbox's people, desks and tickets are fictional, and they are reset every night. Try anything you like.

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