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Service Desk

The Service Desk provides a broader view of your team's workload beyond just your own assignments. Use this area to find unassigned work, review other agents' tickets, or locate a ticket that may relate to someone else's work.

Service desk overview

Requires Attention

Similar to My Work, the Service Desk surfaces items that need attention across the team:

  • SLA Breached - all team tickets that have exceeded their SLA targets, regardless of assignee
  • Past Due - team tickets past their target completion date
  • Due Soon - team tickets approaching their target date within the next 7 days

Active

The Active section gives visibility into the full team's open work:

  • New Requests - newly submitted tickets that have not yet been picked up or assigned
  • All Projects - active projects across the team
  • All Tickets - all open tickets across all agents

Closed

  • Closed - recently closed tickets for reference and audit purposes