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…
What are Asset Types in Service Desk?
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…
General Notifications
Below are the list of general notifications that are available by default in a Service Desk account 1. Forgot password - Requester This email is sent to the requester when forgot password action is initiated by the requester. 2. Forgot password - Agent This email is sent to the agent when forgot password is i…
Overview of Problem Details Page
Required Permission(s) Depending on the action that There are multiple team level permission(s) related to problem ticket type which needs to be enabled inorder view and perform actions over a problem. Refer to this article on the list of permissions and its functional aspects. The information in the details pa…
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…
Overview of Change Details Page
Required Permission(s) Depending on the action that needs to be performed there are multiple team level permission(s) related to change ticket type which needs to be enabled in order to view, create, modify or perform actions over a change. Refer to this article on the list of permissions and its functional aspect…
How to configure and customise Custom Fields in Service Desk?
Custom fields can be created for the following entities * Service Requests * Incidents * Problems * Changes * Releases Required Permission(s) Manage All Custom Fields * Agents and Admins with this permission can view, create, edit and delete custom fields for the various ticket types like Service Requests, …
How to create Knowledge Base Articles?
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…
API to create an Incident in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/ Method POST Response Data Incident Creation Create Incident * This endpoint is used to create incident(s) in Service desk. Parameters Parameter Required Description team Yes Team to which the incident should be assigned to status No Statu…
Incidents: Card and Compact Views
The two main views available in the incident listing page are, * Card View * Compact View Following are the incident details that will be available in the different views 1. Incident ID : The auto generated ID of the Incident. An incident ID will be in this format #INC0000213. 2. Subject and Description 3. Stat…
