ServAIceDesk help guide
How every part of ServAIceDesk works, for the admins who set it up and the agents who work cases every day.
Getting started
How ServAIceDesk is organised, who can do what, signing in and the first-time setup.
Working cases
The everyday work of agents: the Cases list, the case workspace, replying, assigning, priorities, resolving and linking.
- The Cases list
- Case statuses and their meaning
- The case workspace
- Replying, internal notes and canned responses
- Assigning cases
- Priority, impact and urgency
- Resolving and closing cases
- Tasks, time tracking and reminders
- Linking, merging, splitting and forwarding
- Major incidents
- Satisfaction surveys and requester mood
Requests and the service catalog
Request forms, approvals, workflows, custom fields and cases that open themselves on a schedule.
Channels
How requests arrive: the requester portal, email and the help widget on your own website.
AI and automation
What AI does with new requests, routing rules, the AI assistant, and the limits you set on automation.
Changes, problems, monitoring and security
Planned changes and the CAB, finding the cause behind repeated incidents, monitoring alerts and security alerts.
Assets and knowledge
The asset register, contracts and renewals, and the knowledge base requesters and AI use.
People and organization
Your team, requesters, groups, sites and business hours, time off and service announcements.
Service levels and notifications
Response and resolution targets, escalation when a target is missed, and who is told what.
Reports
The Overview dashboard, the report library, custom reports and scheduled report emails.
Data, privacy and billing
Retention, legal hold, exports and privacy requests, and your plan, trial and invoices.