How ServAIceDesk works
The building blocks of your service desk: cases, people, channels, AI and the modules around them.
ServAIceDesk is an IT service desk. Everything people ask for or report becomes a case, and every case belongs to one organization's private service desk at its own address, for example yourcompany.servaicedesk.com.
Cases
A case is one piece of work with its own conversation, status, priority, owner and due date. There are four kinds:
| Kind | Used for | Example |
|---|---|---|
| Incident (INC) | Something is broken or degraded | “The VPN keeps disconnecting” |
| Request (REQ) | Someone needs something | “I need access to the finance share” |
| Change (CHG) | Planned work that alters a service | “Patch the ERP server on Saturday” |
| Problem (PRB) | The underlying cause behind repeated incidents | “Why does the warehouse system slow down every morning?” |
People
- Admins set up the service desk and can do everything agents can.
- Agents work cases. Admins can limit what agents may do (see Roles and permissions).
- Requesters are the people who ask for help. They are free: you pay only for admins and agents.
How a case arrives
- The requester portal (+ New request or a request form)
- Email to your desk's address
- The help widget on your own website
- Staff creating a case (+ New case)
- Monitoring and security tools sending alerts
Whatever the channel, the case lands in the same Cases list. AI reads new requests, writes a short summary, picks the kind of case and a priority, and your routing rules decide who gets it. People always stay in control: AI suggests, drafts and classifies, but it never sends a reply or runs an action on its own unless you allow it (see What AI may do).
Settings › Overview shows the last confirmed workspace configuration. If a source cannot be read, an error appears instead of treating it as an empty list. Use Refresh workspace overview to retry; a failed refresh keeps the last confirmed figures visible.
The modules around cases
- Changes, Problems and Monitoring & security for IT operations
- Assets and contracts for the things you support
- Knowledge base for answers requesters can find themselves
- Reports for the numbers behind your work
- Settings for everything an admin configures
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.