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Service Desk

A complete help desk platform for managing customer tickets, SLA monitoring, and knowledge base.

Overview

Service Desk is TotalApp's integrated customer support module. It centralises incoming tickets, tracks resolution SLAs, and surfaces a self-service knowledge base.

Service Requests

Unified inbox for all inbound tickets. Categorise, prioritise, and assign to agents instantly.

SLA Monitor

Real-time dashboard tracking first-response and resolution deadlines. Alerts fire before a breach occurs.

Knowledge Base

Self-service article library. Agents attach articles to tickets; customers resolve issues without a new ticket.

Quick Start

1. Open Service Desk
->
2. Review tickets
->
3. Assign and resolve
->
4. Monitor SLA compliance
  1. Navigate to Service Desk from the sidebar.
  2. Select Service Requests to see all open and pending tickets.
  3. Assign tickets to agents, set priority, and track progress.
  4. Open SLA Monitor to check response-time compliance.
  5. Use Knowledge Base to create articles that reduce repeat tickets.

Module Breakdown

ModulePurposeKey Actions
Service RequestsTicket intake and managementCreate, assign, comment, resolve, close
SLA MonitorTrack response and resolution deadlinesView breaches, filter by priority
Knowledge BaseSelf-service article libraryWrite articles, attach to tickets, publish

Key Concepts

  • Ticket lifecycle: Open, In Progress, Pending, Resolved, Closed.
  • SLA policy: Defines maximum response and resolution time by priority level.
  • Agent: A team member assigned to handle tickets.
  • Knowledge article: A documented solution that enables customer self-service.
  • SLA breach: When a ticket exceeds its deadline; highlighted in red on the SLA Monitor.

Frequently Asked Questions

Can I customise ticket categories and priorities?
Yes. Categories, priority levels, and statuses are configurable. Custom fields can also be added.
How does SLA monitoring work?
SLA policies attach to tickets by priority. The SLA Monitor shows a live countdown with breach alerts.
Is the Knowledge Base visible to customers?
Articles can be public, internal, or private. The portal shows only public articles to unauthenticated visitors.