Canned Actions are predefined responses that can be used to provide quick and consistent replies in Service Desk. They help support teams save time and maintain consistency in their communication with the requesters. Leveraging the power of canned actions helps support teams save time, maintain consistency, and deli…
What is Session Security? Session security, also known as auto logout, enhances the security of an agent's account in Service Desk. It automatically logs out the user from service desk if the account activity is inactive for a specified period. Session security is an essential mechanism using which you can implement…
Asset Type refers to a classification or category assigned to assets based on their characteristics or attributes. It helps in organising and grouping similar assets together for better management and tracking purposes. Defining multiple asset types based on the differentiating attributes of the products that will b…
Assignment Groups are a subset to team which consist of one or more agents who specialise in specific skills and areas, enabling efficient handling of support requests. Whether it's providing priority support, handling hiring processes, managing finances, or supporting developers, Assignment Groups ensure efficient t…
Structure of Details Page The information in the details page is structured as following 1. Request Details Card 2. Tabs 3. Related Information Section Service Request Card More details on the Service Request properties and the components in the Service Request card view is explained in this article. Service R…
Activity tab * The complete audit log of the incident will be available here * All the conversations, replies, private notes, automation messages, actions and updates with respect to the incident will be recorded and updated in this tab.
Service Desk agents have the ability to raise service requests on behalf of the requesters. This is particularly useful when requesters require assistance in raising service requests or when it cannot be fulfilled through self-service options. In this guide, you will learn the process of creating service requests thr…
Knowledge Base in Service Desk is all about making sure that the information and knowledge (information, problems, solutions and guides) are well-categorised, easy to access, and useful for everyone within the organisation. Knowledge is one of the most valuable assets of an organisation. This article explains on how…
Add Subscribers * When there are other agents and stakeholders who need to be notified of the updates related to the incident, they can be added as subscribers * Click on the + button below the incident card and choose the agents who need to be subscribed to the incident. * These agents will receive notificatio…
Priorities help teams identify the urgency and impact of incidents or service requests, allowing them to allocate resources effectively and meet customer expectations. In Service Desk, you have the flexibility to customise and define priorities based on your unique business needs. This knowledge base article provides…