Service Desk is where anyone in your organisation reports a problem or asks a department for something: IT and AV, Facilities, People and HR, Payroll, Learning and development, or any other desk your organisation runs. Each one becomes a ticket with a reference such as IT-1002, and the desk works it until it is fixed.
Open it
Open Service Desk from the applications menu in the bar at the top, or from Core home. In the sandbox, sign in with the demo login; the Demo menu in the bar lets you see Service Desk as another role.
What you see depends on your access level
Your access level shows beside the Service Desk title. Screens it does not include are not shown.
| Access level | What it gives you |
|---|---|
| Requester | Raise tickets, follow your own, reply, confirm a fix and rate the help |
| Agent | As Requester, plus the tickets of the desks you work: triage, reply, private notes, route, resolve, and reports |
| Desk Manager | As Agent, plus assigning anyone on your desks, approving requests, knowledge articles and exports |
| Auditor | Reads every desk that is not restricted, its reports and the audit trail; changes nothing |
| Desk Administrator | Everything: desks, members, services, business hours, knowledge and settings |
The menu
- Home: the tickets you raised and, if you work a desk, your inbox.
- Report a problem: every desk's services, and the form to raise a ticket.
- Tickets: the queue for the desks you work.
- Knowledge: short answers the desks keep up to date.
- Reports: each desk's figures for a period.
- Other applets, Desks and settings and Audit: for the people who run the desks.
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