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…
Incidents - Related Information Section
The right section in the incident details page displays the following information in separate card(s). * Requester Information * Incident Information * Time Spent * Tags * App Integrations Requester Information The details of the requester who raised the incident will be displayed here. Following are the detai…
Replying to Incidents
Replying to Incidents Once an incident is reported, agents can work on the incidents and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the incident…
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…
