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Service Desk provides a highly configurable interface that allows you to customize workflows, displays and many system behaviors to meet the exact needs of your organization. All of the configuration options available within Service Desk can be accessed through the Settings page (Configure > Service Desk Settings).
Note: These features are available to account administrators only.
A service is any product or project you need to support and manage through incidents, articles, change tracking and release records. Service Desk can track the development of 1 or more services. A service can be many things, such as a physical product, a website application or just a team project. Account administrators can set up and use multiple services to separate things like teams and reports, and they can also give other users and their customers access to 1 or several services. Each service has a collection of settings that can be customized to suit its needs, such as priorities, categories, and triggers. Click Services to configure the settings and behaviors of each individual service, as well as add and manage additional services.
The account-wide settings are the default settings for an entire Service Desk account, which includes all of the services (and their records) that are on the account. Administrators can manage the account-wide settings for account information, contact details, custom fields, notifications, triggers, labs features and more. Some of these settings (such as custom fields and triggers) can also be overridden on a per-service basis. Click Account-Wide Settings to configure these options.
Service Desk offers multiple levels of user roles and permissions. Each of these user roles is given their own credentials (username/password) so that they can log in to the web app. The access level that each user role has when they log in depends on their settings and permissions (i.e., module access and company access). Click Users to add, manage and sort users on the account.
A group represents a specific group of users and admins (e.g., a contact list). Using groups enables you to assign incidents, problems, changes and releases to multiple people (i.e., a group) rather than just 1 individual, and they can also be used in queries and reports. Members of a group can be from different companies and services, which allows easy communication across your entire account. Click Groups to add, manage and delete groups on the account.
A customer is any distinct individual who is listed as a contact on the account (either manually or through self-registration). Typically customers are a client of 1 or more of the account's services, though it is possible to have customers without access to any services. When a customer is granted access to a service, they become available to be added for selection as the customer for all incidents raised on the service. And if they are given portal access, they can log in to the Customer Portal to create and track incidents, search the Knowledge Articles and view messages. Customers can also be assigned to specific companies as employees. Click Customers to add, manage and sort customers on the account.
Companies are the sets of users for whom you provide services to (i.e., your clients). Setting up distinct companies for each different organization you support allows you to organize your customers, which is helpful if you have multiple clients or offices. Once a company is created, customers can be added as employees of that company. Companies can be used to represent a wide array of sub-organizations, such as separate corporations that you assist, different departments within an organization or even different locations of the same office. Click Companies to add, manage and sort companies on the account.
Note: This feature is available to account administrators only.
Customer Access settings allow you to manage how your customers can interact with your Service Desk account via the Customer Portal, including self-registration via several different methods and a contact blacklist. Click Customer Access to configure these settings.
The customer email settings allow you to customize the customer-bound emails that Service Desk sends on behalf of the account. Settings include modifying the sender and footer, setting up an auto-response and requesting feedback via email. Click Customer Emails to configure these settings.
The customer portal settings allow you to change the look and feel of the customer portal, as well as the security settings and portal URL. Click Customer Portal to configure these settings.