How to configure Two Factor (2FA) Authentication in Service Desk?
What is Two Factor Authentication? Two-Factor Authentication (2FA) is a security mechanism that will an extra layer of protection to user login. Instead of relying only on a password, 2FA requires an additional piece of information, typically like a code, smartphone, hardware token, fingerprint or facial recognition…
Service Requests - Related Information Sections
The right section in the Service Request details page displays the following information in separate card(s). * Requester Information * Service Requests Information * Time Spent * Tags * App Integrations * Actions in Details page Requester Information The details of the requester who raised the Service Reques…
Various actions within the Incidents Details Page
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…
What are Assignment groups? How to configure one?
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…
How to create a service request?
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…
List of Account Level Management Permissions in Service Desk
Account Settings Permissions 1. Manage Account Settings This permission will allow the user to make changes to the Account Settings like Company Name, Timezone, Language, Country code and other personalization settings of the service desk account. Agents Permissions 1. Manage Agents in the Account This p…
Viewing complete activities over an incident
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.
How to create Knowledge Base Sections?
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…
Overview of Service Requests Details page
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…
Managing Priorities in Service Desk
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…
