Introduction to Service Desk V2 Module
Service Desk is a fully featured ticket management system that allows you to implement strong workflows for internal and customer-facing support departments. The platform allows admins and support staff to track and respond to tickets raised by users, reassign tickets, generate reports, create projects and more.
The interface has two management consoles - the 'Admin
Panel' and the 'Staff Panel'. Admins with appropriate permissions can access
both panels.
- Admin Panel - Allows admins to manage system
settings, ticket settings, Staffs, Emails,notifications, contracts and
more. See Service Desk Admin Panel for more details.
- Staff Panel - Allows support personnel and
admins to manage tickets, generate reports, add and manage users, add and
manage customers, reassign tickets, manage projects and more. See Service Desk
Staff Panel for more details.
Key Features:
Staff - At staff part, we can see the list of
agents and their roles and edit them. We can add a new department, edit
existing departments, choose department manager ,create teams in department and groups can be created according to permissions.We
can assign staff to different groups and provide different permission sets
Email - This area lets you add and manage your support addresses.After Adding a support email address, agents
can receive tickets from clients and send outgoing mails to them for the
activities made on the ticket.
Manage - Manage section allows to create a help topics,SLA to easily define service level agreements and configure ticket due dates and warnings to match,workflows to create to perform some automated actions on the tickets and priority to identify the ticket importance.
Tickets - At-a-glance overview of ticket activitys like setting default ticket status,auto assigning a ticket,status,alerts and notices,ratings,my ticket types and location feature can be used to create multiple locations
Settings - You can customize your service desk settings like company address,system settings,social login sites,add new languages,and notification etc.Go to Admin Panel > Settings
Guide Structure
This guide is intended to take you through the configuration and use of ITarian – Service Desk and is broken down into the following main sections.
- Introduction To Service Desk V2 Module
- Service Desk Admin Panel
- Configure Staff Settings
- View And Manage Departments
- Email Management
- Manage Service Desk
- View And Manage Ticket Section
- Service Desk Staff Panel
