Run a support desk on tickets.
What you will learn
- How a ticket is raised, assigned and worked.
- How priorities, categories and teams route them.
Overview
Service Desk is your support desk: customers and staff raise tickets, your team picks them up, works them with threaded replies and closes them.
Features in this function
- Tickets – the requests you work on
- Priorities, Categories & Teams – how tickets are sorted and routed
Processes
Work a ticket
Raise with title, requestor, category, priority, team and assignee; add threaded posts; merge duplicates; complete, re-open or cancel.
Want the steps? See How To: Work a service ticket.