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Service Desk
Getting started with service desk
Getting started with service desk
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Find everything you need to set up your service desk. Plus, explore how you can use's powerfully intuitive features like Runbooks and Kanban mode to create an incredible support experience for your clients.

In this section, you'll learn how to:

  • Keep your workspace organized and improve productivity

  • Intuitively create and manage tickets

  • Work on tickets and close them effectively

Things to know

Before we jump into setting things up, here are some cool things you should know about our service desk:

  • A clean workspace where technicians can find their work items in one place: tickets, tasks, and projects—all of which are easily accessible from the left panel.

  • A multi-tab setup so that it's easy for technicians to multi-task; they can switch between tickets, tasks, and projects without having to change tools or screens.

  • There are two ways to manage your work: list view when you need to prioritize your work and Kanban view for when you need to visualize it.

  • The list view ticket screen displays important information that helps technicians prioritize their work, such as ticket ID, requester, and resolution time .

  • The inline editor lets you and your technicians edit ticket fields without having to open them.

  • Each incident or service request has information such as status, urgency, impact, priority, SLA, tasks, client, and associated assets. It's all the context you need to fix the issue.

  • Set up runbooks to initiate approvals or onboard new technicians—this way, you can ensure that you or your team don't break an SLA in any way.

Terms we use

Ticket views

Allows you to organize tickets based on certain conditions and choose the tickets you want displayed on your workspace.


This is where you can choose the ticket detail columns you want included or removed in the workspace.


Offers a detailed timeline of all the actions within the ticket.


This is where you interact and collaborate with clients.


⁠This is where you create and manage all the tasks associated with the ticket.


This allows you to create a process flow for frequent issues and onboard technicians.


This is where you can find unknown emails from clients that the system doesn't recognize.


This is where you can keep an eye on your SLA times for both first response and resolution, and progress on your tasks.


This lets you collaborate with fellow technicians, and track all your internal conversations. Notes are not visible or accessible to your clients.

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