How to configure Session Security(Auto logout) in Service Desk?
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…
How to configure Custom fields for Requester and Requester Groups in Service Desk?
Custom fields can be created for the following entities in Service Desk. * Requesters * Requester Groups Required Permission(s) Manage Requester Custom fields Manage Requester Group Custom fields * Admins with this permission can view, create, edit and delete custom fields of Requester Groups. * Both of the…
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 use filters and setup custom filters in Service Desk?
Using filters, agents can drill down the incidents in a specific queue to match certain conditions based on their need and use cases. Team filter in the Left Panel * Team filters will be available in the left panel of the incident listing page below the Queues. * This will help the agents to quickly naviga…
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…
How to create Canned Actions in Service Desk?
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…
How to create a Smart Rule in Service Desk?
Smart Rules in Service Desk provide an efficient way to automate tasks and streamline support operations. Smart Rules will help in automating administrative tasks within a support team, allowing agents to save time and focus on delivering quality customer support. This knowledge base explains the steps involved in c…
How to initiate bulk action over service requests?
Bulk actions are useful to support agents in cases where the agent will have to perform the same action on multiple Service Requests. This article will explain how to perform bulk actions from the listing page 1. Once you choose more than one Service Request from the listing page the bulk editing action bar will …
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…
How to customize the Knowledge Base Article Details Page in Service Portal
Service Portal layout builder in Service Desk lets you customize the visual aspects of your knowledge base article details page. You can customize from feedback to related articles all by using a simple widget-based builder within Service Desk. Required Permission(s) 1. Customize look and feel of Service Portal …
