Service desk
The Service desk module enables you to create, update, and schedule your tickets.
To access the Service desk functionality, in the management portal go to Task management > Service desk. From the two displayed tabs (Tickets and Scheduler), you can view the entire organization's tickets and their statuses, including customer ratings. You can also:
- Create new tickets
- Review and update current tickets
- Merge tickets
- Create and modify custom ticket filters
- Schedule tickets
- Export ticket data
Users assigned with the Client manager or Client roles have limited access to the above service desk functionality. They can review, create and modify tickets (with some limitations, as described in the Customer Administrator's guide). They can also export ticket data as required, but cannot schedule or merge tickets.