Manage Service Desk
Click 'Admin Panel' > 'Manage'
- The 'Manage' section lets you configure various important Service Desk settings:
Click the following links to find out more about each component:
Help topics: Help topics are the keywords that help to manage the tickets, by organizing the tickets categorically. Whenever a ticket is created with the help topic and if the help topic is associated with the department or ticket type it is automatically assigned for the concerned department.
SLA Plans: Service Level Agreement (SLA) plans define the period before which a ticket should be attended and closed. Administrators can also configure warning level alerts if a SLA is breached.
Workflow: Workflows
are the rules created to perform some automated actions on the tickets once the
ticket created by the users
Priority: Priority indicates the level of importance that enables you to specify the urgency of a case/ticket.This module allows you to define different ticket priority levels.