What are Asset Models in Service Desk?
Asset Models refers to a collection of different products. Creating multiple asset models helps organising and differentiating various configurations of a product. Creating new asset models will help in identifying specific variants of a model and simplifies the asset tracking for IT teams. How to create a Asset M…
What are Queues? and How to Setup Custom Queues?
Queues is an easy way to organize and create custom views based on various filtering conditions for the agents. Queues will be displayed in the left pane in the listing page. Support agent(s) can create multiple queues based on their needs and requirements by configuring various conditions. Default Queues Your…
What is a Catalog Item? and How to configure it?
What is a Service Catalog? Service Catalog is a single source of information on the various services, service and product offerings of an organisation available to the employees for requesting. It helps in standardising the request management and request fulfilment process and to improve the overall operation effici…
How to setup and verify DKIM for email channels?
What is DKIM? DKIM - DomainKeys Identified Mail, is an email authentication method used to verify the authenticity and integrity of email messages. It operates by adding a digital signature to the email's header, which can be checked by the recipient's email server. * DKIM signatures provide a way to verify that a…
How to configure Service Level Agreements (SLA) in Service Desk?
SLAs - Service Level Agreements, serve as guidelines for support teams to ensure that they meet specific targets and provide satisfactory customer support. Service Level Agreements (SLAs) are essential and crucial in support services to ensure SLA goals are met by the support teams. SLAs typically include metrics, g…
How to setup an email channels in ServiceDesk?
What are Email Channels? * Email Channels are one of the communication methods through which end-users can raise incidents. * They are configured such that whenever a mail is sent by a end-user to the email channel, an incident will be created automatically in service desk. * It is also the email address that is …
List of Managerial Permissions for Team Roles
Agents Permission(s) 1. Manage Agents in a Team This permission will allow the user to access the Agents within the Team(s) they are part of under Service Desk > Manage > Teams . They will be able to do the following actions, * Access Agents tab within the Team(s) they are part of. * Add existing agents to th…
