Service desk

Customers and contacts, the ticket inbox, SLAs, email to ticket, time, contracts and the customer portal.

1. 1 Service desk overview What the built-in service desk covers, how its parts fit together and where to find each one.
2. 2 Customers, sites and contacts Add the companies you look after, their offices and their people, and use the customer page as the one place to see everything about a customer.
3. 3 The ticket inbox Find the tickets that need you with built-in views, queues, filters, sorting and saved views, and work through them in bulk or from the keyboard.
4. 4 Creating tickets Log a phone call or open a ticket on someone's behalf, and understand the other ways tickets arrive on their own.
5. 5 Working a ticket Reply to the customer, add internal notes, use canned responses, change status, priority and assignment, link devices, merge duplicates and use the details panel.
6. 6 Ticket setup and SLAs Set up queues, statuses, priorities with their SLA targets, types and business hours, and write the canned responses your team uses.
7. 7 Email to ticket and alert rules Connect a support mailbox so mail becomes tickets and replies, follow what happened to every message, and choose which alerts open tickets.
8. 8 Logging time Record time against tickets or customers, with the timer or by hand, and review everyone's time for billing.
9. 9 Contracts and the Xero export Set up each customer's recurring agreement, watch included hours and overage month by month, and export a month's invoices to Xero.
10. 10 The customer portal and feedback Give contacts a portal to raise and follow their tickets, control who can see what, and ask customers how you did.