Service Desk/Queue Configuration

Overview

This section describes how to configure the service desk module in order for it to be used by your staff and customers. Before tickets can be created, service providers need to set up:

• Queues
• Categories
• Subcategories

Do you have a multi-tier environment? If your subscription to the service desk module includes Wholesale Service Desk, you will need queues, categories and subcategories for both Retail and Wholesale levels. You also require additional configuration steps to ensure service tickets can move through all tiers correctly. See this article to learn more about service desk for Wholesale Service Providers.

The rest of this section assumes a single tier, i.e. You have a Retail Service Provider account with an End User Portal.

Business Rules

The following business rules apply to the configuration of your service desk module:

• There must be at least one queue.
• Each queue must have at least one category
• Each category must have at least one subcategory

This diagram shows a typical structure of queues, categories and subcategories. It is intended to be used as a guide only. Service providers can set up as many queues, categories and sub categories as needed.

Queues

Queues are