The Service Desk

Customers send you requests and expect an answer in the time your contract promises. In the Service Desk a support team works those requests in one place, outside the project boards, so a customer’s question never sits among the project’s tasks and never carries a heat of its own. Each request has a number, a conversation, a state and a severity, and the team sees which ones are about to miss a promised time.

• Queues sort the requests by what needs doing next: unassigned, mine, at risk, breached, waiting on the customer.
• A request’s page holds the conversation, the replies the team can send, internal notes the customer never sees, its history and its time.
• SLA clocks time each request against the project’s SLA plan and warn before a target is missed.
• Linked work turns a request into an ordinary board task when it needs project work.
• SLA reports show how often targets were met, for the team and, by email, for each customer’s lead.

Customers see their side of the same requests in the client portal (Using the client portal).

The full chapter, with every step and setting, is in the app: open your account menu and select User manual.