How it is organised
Tabs: Insights, Knowledge Base, Helpdesk and Assets. The gear opens IT Settings: Automated Routing, Email Channels, Service Catalog, SLA Policies, Escalation Rules and Teams & Assignment.Common tasks
Raise and work a ticket
On Helpdesk, choose New Ticket: start from a template if one fits, choose the source (internal or a customer) and category, write the subject and description, and attach up to five files. Tickets move across the board through Open, In Progress, Resolved and Closed. From a ticket you can Escalate, Merge it with another, Pause SLA with a reason, add internal notes, and see the requester’s other tickets and devices. Customers raise requests from their customer account, and an email to your helpdesk address becomes a ticket. When a requester replies to a resolved ticket, it opens again.Set response times
In IT Settings → SLA Policies, set response and resolution times for each priority, with business hours and holidays. Escalation Rules say what happens when a ticket is about to miss them. Automated Routing decides who gets new tickets.Write help articles
Knowledge Base holds articles in categories, each public or for staff only. Public articles appear in your help centre. Suggested articles appear inside a ticket.Keep track of devices
On Assets, choose Register Asset for a laptop, desktop, server, monitor, network device, printer, phone, tablet, peripheral or other device, and who has it. Devices will also come in automatically from Microsoft Intune, Jamf Pro or Google Workspace, and Confluence pages will be listed in the knowledge base.Coming soon. Microsoft Intune, Jamf Pro, Google Workspace and Confluence cannot be connected yet. See Device management.
See how support is doing
Insights shows SLA compliance over time, satisfaction by category, and how old the open tickets are.See also
Asset Management
The same asset register, for all assets.
Confluence
Knowledge base pages from Confluence.
Customer account
Where customers raise requests.