Requires modules: None
The catalog lists this module as Beta. Confirm with your team before you rely on it for critical work.
Before you begin
- Agree ticket categories and internal SLA targets.
- Identify agents versus requesters for the pilot.
- Prepare a non-production mailbox or channel for test notifications if used.
Setup steps
- Open Service Desk.
- Configure queues or assignment rules your administrator documented.
- Submit and resolve a sample ticket end to end.
- Confirm SLA timers or status fields match your service policy.
Day-to-day use
- Triage new tickets by priority and category.
- Update status and add customer-visible comments when appropriate.
- Escalate breaches against your internal SLA before they surprise stakeholders.
Limitations and important notes
- The catalog marks this module as Beta. Review advanced workflows carefully before critical use.
- This guide does not state tax, payroll, or legal outcomes—your administrators and official sources define those.
- Screenshots come from a non-production example environment with synthetic data.
- On-screen permissions may differ from your company's final role design.
Example screens
