The Service Desk provides a simplified interface where your users can report problems or feature requests without clicking through complex screens. This simplified interface shows only the most important information: the users see only a set of selected trackers with meaningful descriptions and are able to report issues by filling in only the most important fields.

The main page of the Service Desk shows the list of configured trackers. When configuring these trackers, you can set detailed descriptions to help the users find the appropriate tracker.

To add a new item, the users simply click one of the links in this list. The report issue page of the Service Desk is also minimal, showing only the mandatory fields, as shown in the following image:

The second tab on the service desk’s page is called My Requests.On this page the users can see all the issues that they have reported.

By clicking the links in this table they can view a simplified issue details page where they can add comments to the issue or close it easily.

The Service Desk feature is turned off by default. It can be turned on by a system administrator on the System Admin page under System Administrator > Service Desk Configuration. From this page you can also configure the welcome message and the description of the service desk, as well as changing the order of the trackers as they appear on the Service Desk.

To configure a tracker for the Service Desk, first add the tracker. To do this, navigate to Configuration > Service Desk and click Show on service desk.

On this page you can configure the title and description of the tracker. If either of these is not specified, the default tracker title and description will display on the Service Desk instead. You can also add a special icon for the tracker.

The next step is configuring the fields. On the field configuration windows you can add more descriptive names for the fields that are shown only on the Service Desk.

You can also provide a short description to help users understand what the field is for. On the Service Desk submission form, only mandatory fields and the fields with a Service Desk description or label are shown.

The Service Desk is now enabled but is not available to all users. By default, it is available only to those who have the Service Desk group permission. A new default group is created called Support User and the Service Desk permission is automatically mapped to this group. You can also grant the permission to any other user group using the edit function for any user group (except for the System Administrator group).

Manage user groups from the System Administration page.

Click User Groups on the System Administration page. From here you can check and edit all your groups including the Support User group.

You can assign Service Desk permission to a user group, and assign users to the Support User group.

You can import users to a group from the System Administration page or you can manually assign a user to a group such as Support User from the edit account user page. With the account admin permission, you can add and remove user groups for any user.

Users with the Service Desk permission can access the Service Desk in one of the following ways: