Service Desk

Service Desk is the ticketing workspace for incidents, requests, problems, and changes. Agents work the queue; clients submit and track requests in the portal.

Navigation

• Service Desk: /service-desk
• Ticket detail: open a ticket from the queue, or go to /service-desk/tickets/{id}
• Settings: /settings/service-desk
• Portal tickets: /portal/tickets

What Service Desk Contains

• Tickets with conversation, internal notes, and files.
• Boards, statuses, and optional transitions.
• Ticket types for incident, request, problem, and change.
• Priority derived from impact and urgency.
• SLA first-response and resolution due dates.
• Routing, escalation, and macros.
• Knowledge base articles.
• CSAT ratings.
• Related tickets, merge, and ticket tasks.

Queue

Open Insights & Support > Service Desk, or go to /service-desk.

The queue can show:

• Open, at risk, overdue, and unassigned tickets.
• Search by subject, description, or ticket number.
• Filters for board, status, priority, and assignee.
• Table, board, and status views.

Ticket Fields

Field	Meaning
Subject	Short description of the request.
Description	Supporting detail.
Board	Queue and workflow the ticket belongs to.
Type	Incident, request, problem, or change.
Account	Requester account.
Contact	Requester contact.
Impact	How much the issue affects the client.
Urgency	How quickly it needs attention.
Priority	Derived from impact and urgency: low, medium, high, or critical.
Status	Current stage on the board.
Team	Optional team responsible for the ticket.
Assignee	Person working the ticket.
First due	First-response SLA due time.
Resolution due	Resolution SLA due time.

Priority is not set directly. Set impact and urgency, and the priority matrix calculates it. Tickets without impact and urgency have no priority and no SLA.

Ticket Status

Statuses belong to a board. The status category drives SLA pause, queue filters, and reporting.

Category	Meaning
New	Newly created work.
Open	Actively being worked.
Pending	Waiting on a client or another party.
Resolved	Work is complete; CSAT may start.
Closed	Ticket is finished.

A status can pause SLA. If the board has transitions, only those moves are allowed. If it has none, any status on that board is allowed.

Common Workflows

Create a Ticket

1. Open Service Desk.
2. Create a new ticket.
3. Add a subject.
4. Optionally add description, board, type, account, contact, impact, and urgency.
5. Save the ticket.

The ticket is numbered, placed on the board default status, and may be auto-assigned.

Work the Queue

1. Open Service Desk.
2. Use Open, At risk, Overdue, or Unassigned filters.
3. Switch between table, board, and status views.
4. Open a ticket, or drag it on the board.
5. Use Assign to me to claim the next unassigned ticket.

Reply or Apply a Macro

1. Open the ticket.
2. Use Conversation for client-visible replies.
3. Use Internal note for staff-only context.
4. Apply a macro when you want a templated reply and optional status change.

Clients only see public conversation messages.

Resolve and Collect CSAT

1. Move the ticket to a resolved status.
2. SLA is marked met or breached.
3. If CSAT email is enabled and a requester contact exists, a survey may be sent.
4. Clients can also rate from the portal when the ticket is resolved or closed.

Reopening a ticket clears resolution. SLA is not restarted.

Handle a Problem or Change

• Problem tickets can store a known error and workaround, link related incidents, and be declared a major incident.
• Change tickets can be submitted for CAB approval. Statuses that require change approval cannot be entered until the change is approved.

Client Portal Tickets

1. Open portal Tickets.
2. Create a request with subject, description, impact, and urgency.
3. Track status, priority, SLA, and public conversation.
4. Rate the ticket when it is resolved or closed.

Portal users do not see internal notes, macros, assignment, or audit history.

Settings

Configure the desk at /settings/service-desk:

Tab	Use it for
Boards	Queues and default board.
Statuses	Names, categories, SLA pause, and default status.
Ticket Types	Incident, request, problem, and change kinds.
Priority Matrix	Impact × urgency, SLA minutes, calendar, and default team.
Transitions	Allowed status moves and required fields.
Escalation	Notify or reassign when time or SLA conditions are met.
Macros	Templated replies and optional status changes.
Knowledge Base	Articles to capture and link from tickets.
Settings	Send CSAT survey by email when a ticket is resolved.

Enable Auto-assign on team members in Users, Roles, and Teams so routing can pick them.

Related Docs

• Client Portal
• Accounts and Contacts
• Approvals
• Tasks
• Users, Roles, and Teams
• Tickets Field Reference
• Business Hours
• Notifications and Audit Logs