The service desk settings shape how tickets are organised and routed: the priorities they carry, the category tree they classify under, and the teams that work them. Set these up once and every ticket slots into a consistent, reportable structure.
What you will learn
- The three things you configure
- How the category tree works
- What a team holds
The three settings
- Priorities – a flat list (such as Low, Normal, High, Urgent) you assign to tickets to signal urgency.
- Categories – a hierarchical tree of parent and child categories, so a ticket classifies from a broad area down to a specific issue, with a default priority per category.
- Teams – groups of staff who handle tickets, each with its members, per-team ticket settings and performance views.
How it behaves
A ticket picks a priority and a category and routes to a team. Because categories nest, you can go from “Hardware” to “Hardware > Faulty” to something more specific still, which makes both routing and reporting precise. A category's default priority saves re-keying the obvious, and team performance views let you see how each team is keeping up.
Good practice
- Keep the category tree shallow enough to use but deep enough to route well.
- Set default priorities on categories where urgency is predictable.
- Build teams around real responsibilities, so routing matches who actually handles what.
Related
- Reference: Tickets
- Reference: Service Customer