First-time setup
The guided setup a new service desk walks through, and what each step configures.
A new service desk opens with a guided setup. Each step is saved as you go, and you can change everything later in Settings. Nothing is filled in silently: a step you skip stays empty until you set it.
| Step | What it sets | Changed later in |
|---|---|---|
| Organization | Name, country, date and time format | Settings › Organization |
| Branding | Logo and brand colour shown to requesters | Settings › Organization |
| Team | Invite admins and agents | Settings › People & access |
| Service levels | Response and resolution targets, business hours and time zone | Settings › Service levels |
| Request forms | Starter services and forms requesters can pick | Settings › Service catalog |
| Help center | Starter categories and articles | Knowledge base › Manage articles |
| Channels | Your email address and website widget | Settings › Channels |
| AI | What AI may do on its own | Settings › AI & automation |
| Privacy | Data retention and privacy contacts | Settings › Data & privacy |
After setup
- Send a test request from the portal and one by email to see both arrive in Cases.
- Add routing rules so cases reach the right group.
- Publish a few help articles for common questions.
- Check the service levels match your working hours.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.