Set up a desk: people, groups, services and targets

Desks and settings lists every desk as a card with its counts. Filter by Kind (standard or restricted) and Show (in use, archived, or every desk).

Add a desk

Choose Add a desk and give it:

• a Name, a Reference prefix (IT gives IT-1001, IT-1002 and so on) and a Description;
• its business hours: Time zone, Working days, and when it Opens and Closes;
• its Targets, response and resolution for each priority, in business minutes;
• its Pause reasons, one per line as code: label, for example awaiting_requester: Waiting for the requester;
• Restricted: only its members see its tickets, for concerns in confidence.

Open a desk to see its tabs: Details, Members, Groups and Services. Change the desk edits it; ticking Archived closes it to new tickets and keeps its history.

Members

• Add someone HR knows, or add someone by their sign-in email. Tick Leads the desk for the people who approve requests and hear of missed targets.
• Link a department: everyone employed in that department in HR's records works the desk, so starters and leavers need no change here.
• Someone who stops working the desk keeps the history of what they did.

What anyone may do (agent, desk manager and so on) comes from their access level at the front door, not from the desk.

Groups

Groups split a desk's work, for example by skill or site, and a ticket can be assigned to one. A person can be in several groups. A group with open tickets cannot be removed; reassign them first.

Services

Choose Add a service and fill in its Name, Kind, Guidance for the person raising it, whether it needs a desk manager's approval, where it is Usually routed to, an optional Action code, and its default impact and urgency.

The Short form holds the extra questions, one per line as key | label | type | required | choices. The type is text, long_text, yes_no or choice, and choices are separated by semicolons:

room | Which room? | text | required
urgent_class | Is a class waiting? | yes_no
when | Best time to visit | choice | | Morning;Afternoon

Archive a service to stop new tickets for it.