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Service desk (Beta)
Tickets from email, boards and dispatch, service levels, rules, PSA sync where supported, and surveys.
Get started with the service desk (Beta)What the service desk does, how a workspace admin sets it up in a few steps, who can use it, and how to tell us what to build next.6 min · Oct 29, 2026Connect your support mailbox to the service deskConnect Microsoft 365 or forward your support email from any mail host, so every email your customers send becomes a ticket and replies stay in the thread.6 min · Oct 29, 2026Welcome reply: tell customers their ticket arrivedOne warm reply a couple of minutes after a customer writes in, with their ticket number, when a person will answer and a link to follow the ticket.6 min · Oct 29, 2026Customer emails on the service deskFour switches decide which automatic emails Current sends to the people who raise tickets, so a desk linked to your PSA never emails anyone twice.5 min · Oct 29, 2026Cutover: who emails your customersOne setup item decides, for each automatic email, whether Current sends it or your PSA does, so each contact hears from one sender.5 min · Oct 29, 2026Service desk rulesWhen, If and Then rules route tickets, email requesters, alert your team and act on timers. Each rule has one switch and starts off.7 min · Oct 29, 2026Full two-way sync with your PSAOne setup item switches on two-way sync of every field a desk ticket shares with its PSA ticket, and its files. Nothing changes until an admin turns it on.5 min · Oct 29, 2026PSA notes in the desk threadBring every note written in your PSA on a linked ticket into the desk ticket's thread, internal notes kept internal. A workspace admin switches it on.3 min · Oct 29, 2026Ticket helpers: fixed before, repeat problems, handoffsSee what fixed tickets like this one before, catch the same problem at one customer again and again, and hand a ticket on with a short brief.5 min · Oct 29, 2026VIP care on the service deskA star on a VIP's tickets, their tickets moved up one step, a VIP engineer first and the account owner told. The promised reply time never changes.4 min · Oct 29, 2026Current survey: ask how it went in one tapPick the one tool that sends your satisfaction survey, or let Current ask with three faces in the email, and follow up on every Not good.7 min · Oct 29, 2026Time saved receipts on the service deskSee exactly which tickets Current kept off your desk, why each one counts, and how long tickets like them took your team before.5 min · Oct 29, 2026Up next: the ticket to take nowUp next puts the one ticket you should take now at the top of the service desk, with your own tickets and the ones nobody has taken beside it.4 min · Oct 29, 2026Work a ticket from start to closeTake a ticket, reply to the customer, add internal notes, log your time, then resolve it and ask "Did this fix it?" or close it yourself.5 min · Oct 29, 2026Boards: shared and private ticket viewsBuild boards of tickets by queue, status, priority or any filter, as a list or a kanban, and keep them private or share them with your team.4 min · Oct 29, 2026Dispatch: hand out the day's ticketsDispatch shows every ticket nobody has taken beside each engineer's lane for the day, so a dispatcher can place each one in a few presses.4 min · Oct 29, 2026Ticket search on the service deskFind any ticket by number, words, company, contact or device, filter and group the results, act on many at once, and save a search as a board.4 min · Oct 29, 2026The To and Team lines on a ticketAdd customer people to a ticket's To line so they are copied on every reply, and teammates to its Team line so they can help and hear about it.3 min · Oct 29, 2026Merge two tickets into oneWhen a customer writes in twice about the same thing, merge the tickets: everything moves onto the one you keep and the other closes as merged.3 min · Oct 29, 2026SLA plans and business hoursSet how fast each priority gets a first response and a fix, the hours your desk is open, and your holidays, so every ticket shows how long is left.4 min · Oct 29, 2026Pods and skills on the service deskGroup the engineers who look after a set of customers into pods, and record each person's level in each skill so tickets reach the right people.3 min · Oct 29, 2026Suggestions and what Current may doDecide, kind by kind, whether Current acts on its own, suggests and waits for a person, or never acts, and answer each suggestion in one press.4 min · Oct 29, 2026Devices on a ticket: Machine and toolsLink the computer a ticket is about and see its facts from your monitoring, security and backup tools on the Machine and tools card.3 min · Oct 29, 2026Docs and passwords on a ticketSee the customer's documents and passwords from IT Glue on the ticket, reveal a password for 30 seconds when you need it, and save a fix back.3 min · Oct 29, 2026Time on service desk ticketsRun a timer or log time by hand on a ticket, see your day's time in one place, and send it to your PSA where Current supports desk time sync.3 min · Oct 29, 2026Service desk keyboard shortcutsWork the service desk from the keyboard: reply, note, assign, change status, run the timer and move between tickets. Press ? for the full map.2 min · Oct 29, 2026Where service desk settings liveService desk settings sit in five groups: Intake, Work, Automation, Tickets and Sync. Here is what is in each one, and who can change it.4 min · Oct 29, 2026Give feedback on the service desk BetaThree ways to shape the service desk Beta: Give feedback in the app, the request board at current.day/help/requests, and email to support@current.day.2 min · Oct 29, 2026