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Quick start guides
New to the app? Pick the guide for your part in the service desk. Each takes ten minutes to read.
AdministratorsQuick start for administratorsInstall, give out licences and roles, and set up your service desk in about an hour.AgentsQuick start for agentsYour cases, the case form, replying, resolving and finding answers.Team leads and managersQuick start for team leads and managersDashboards, service levels, workload and satisfaction.
Guides
How do I…
Working a caseFrom Log and Classify to Close: priority, due times, holds, resolving and cancelling.Email to case and acknowledgementsTurn a support mailbox into cases, tell customers their case number, and keep replies on the right case.Major incidents and duplicatesLink many reports of one outage, resolve them together, and merge duplicates.Problems and service requestsFind the root cause behind repeat incidents, and approve requests before fulfilling them.Knowledge articlesDraft, review and publish articles, use them on cases, and keep them up to date.Service levelsSLA policies and targets, business hours, bank holidays and what Breached means.Service Settings and sample dataEvery setting explained, and the sample service desk to try it with.Support, data and privacyHow to get help, what data stays in your tenant, what leaves it, and how to erase or keep it.
Help inside the app
Select Help on a case or article to open the guide for it, and Administration > Setup > Getting Started for a setup checklist that ticks itself.
Talk to us
Questions, a problem, or would rather we set it up for you? Contact us and a person replies, usually the same working day.